CRM Lead

Are you a highly talented CRM Lead who is analytical, data-driven and thrives in fast-paced environments?

Are you experienced in CRM or lifecycle marketing roles?

Do you have proven experience executing multi-channel CRM?

Our client, an on-demand delivery platform that allows customers to order food, groceries, and other essentials from local restaurants, stores, and retailers is looking for a highly CRM Lead to join their team in Cape Town. The company is passionate about delivering exceptional customer experiences through innovation and data-driven strategies.

Location: Cape Town (on-site)

ESSENTIAL: 5+ years’ experience in CRM or lifecycle marketing roles.
ESSENTIAL: 2+ years’ experience managing multiple direct reports.
ESSENTIAL: Proven experience executing multi-channel CRM campaigns (push, email, in-app, etc.).
ESSENTIAL: Relevant tertiary qualification.
ESSENTIAL: Hands-on experience with CRM and MarTech platforms (e.g. Braze) in complex environments.

ESSENTIAL: Advanced working knowledge of the Braze CRM platform, with experience driving best practices, capability adoption and user engagement.
ESSENTIAL: Experience working with large, diverse consumer bases at scale.
ESSENTIAL: Advanced MS Excel proficiency.

Key Duties & Responsibilities:

• Develop and execute end-to-end CRM strategies focused on automation-led lifecycle marketing and personalisation at scale.
• Lead the CRM team and build/manage a customer-centric CRM calendar underpinned by always-on lifecycle automation.
• Design and launch complex automated CRM journeys using Braze and other MarTech tools, leveraging real-time events and predictive signals.
• Establish, report on and optimise KPIs for all CRM campaigns, focusing on retention, frequency and customer lifetime value.
• Drive experimentation and optimisation through formal testing roadmaps (A/B and multivariate).
• Collaborate with Product, Data, Engineering, Marketing and Merchandising teams and integrate subscription programme awareness across lifecycle touchpoints.

Key Skills & Attributes:

• Highly analytical and data-driven, able to operate strategically and hands-on.
• Confident and credible communicator with experience presenting to Senior Management.
• Strong technical aptitude with enterprise-level CRM and marketing automation platforms.
• Creative and commercially minded, able to orchestrate campaigns across diverse segments.
• Strong problem-solving mindset with a pragmatic, solutions-oriented approach.
• Highly organised, detail-oriented and comfortable managing complexity and tight timelines.