CRM MANAGER: RETAIL, MARKETPLACE & ADVERTISING: E-COMMERCE RETAILER
Direct/CRM – Marketing, Digital Direct / CRM Marketing – Digital
Cape Town – Western Cape
Previously disadvantaged candidates will be given preference.
We have an exciting opportunity for a Mid-Senior passionate Mid-Senior CRM Manager: Retail, Marketplace & Advertising to join the Marketing team at a leading South African e-Commerce retailer in Cape Town.
In this role, you will be responsible for the design and execution of the retailer’s CRM Strategy for Retail, Marketplace & Advertising.
This young, dynamic, hyper-growth company is looking for a smart, creative, hard-working candidate with integrity. Someone entrepreneurial, who thrives under change and always looks for solutions to do something better and faster.
If you are an expert CRM Marketer who delights in the potential of e-Commerce and possesses a drive to deliver a world-class customer experience, we want you! Apply today.
Responsibilities
- Developing and executing CRM strategies that support Retail, Marketplace and Advertising.
- Designing and executing CRM journeys and campaigns aimed at increasing customer acquisition, retention and lifetime value as well as preventing churn and increasing cross-sell and up-sell opportunities that support Retail, Marketplace and Advertising. This includes identifying relevant channels and key messaging.
- Crafting CRM campaigns aimed at increasing personalisation. This includes mapping out existing customer journeys as well as planning and setting up new lifecycle/triggered campaigns.
- Leading and managing a direct report, the CRM Executive (Retail, Marketplace & Advertising), providing guidance, support, and mentorship in executing CRM journey campaigns and achieving team goals.
- Collaborating with cross-functional teams including Advertising, Retail, Marketplace, Brand, Product & Customer Service to understand and identify campaign objectives, key customer segments, relevant channels and messaging requirements for CRM Journey campaigns.
- Designing and sending out surveys to customers at various touchpoints to capture relevant information about customer preferences, satisfaction levels, and experiences.
- Collaborating with the CRM & Senior Insights Analyst to develop targeted customer segments for CRM Journey campaigns based on customer data and insights.
- Working with the Design and Brand teams to ensure content and design for the relevant CRM Journey campaigns are relevant and on brand.
- Utilising the company’s CRM tools and platforms to craft and implement automated CRM Journey campaigns and customer segments.
- Ensuring that all communication is correct and sent on time.
- Managing and updating the CRM Journey campaign calendar.
- Monitoring and reporting on key CRM metrics related to CRM Journey campaigns, providing insights and recommendations for optimisation.
- Developing and testing strategies and using the derived insights to develop more effective communication methods with customers.
- Researching new ways of communicating with customers for CRM Journey campaigns.
- Ensuring that all CRM touchpoints contribute to a consistent and positive brand image and experience.
- Staying up to date with industry trends and best practices in CRM and digital marketing.
- Ensuring that all marketing data and systems are POPIA compliant.
Requirements
The successful candidate must have/be:
- A Bachelor’s or Honours degree in a relevant field such as Marketing or Business
- 5+ years’ experience in CRM or a similar role
- Experience in e-commerce or digital marketing
- Experience working with Braze or other CRM Marketing platforms
- Braze certification (advantageous)
- Experience in campaign reporting and analysis
- Experience using Liquid or other template languages (advantageous)
- Experience building triggered/lifecycle campaigns
- Experience creating personalised marketing campaigns
- Experience working with data to inform strategies and plans
- Experience working with Excel, Google Sheets, SQL, GBQ and Looker
- Experience in marketing and communication
- An appreciation and passion for memorable customer engagement
- A solid understanding of CRM across various touchpoints
- Outstanding numeric and analytical skills
- A solutions-oriented, can-do attitude and high energy
- Highly organised and efficient, whilst being flexible and versatile
- Passionate about improving processes to create efficiencies
- An enthusiasm for, and an understanding of e-commerce
- Exceptional English writing skills
- Tech-savvy with a passion for using technology to solve problems
- The appetite for being involved in a startup environment
- Meticulous attention to detail
- Confident, with very strong interpersonal and communication skills and a proven ability to build productive relationships quickly
- The ability to present ideas and data to senior management.
City: Cape Town
Level of Expertise: Mid-Senior
Remuneration: Negotiable
Consultant: Kim
Reference Number: #Kim1076
