CRM Executive (Lifecycle & Automation)

takealot.com, South Africa's leading online retailer, is looking for a highly talented CRM Executive: Lifecycle & Automation to join our Marketing team in Cape Town.

This position reports to the CRM Lifecycle & Automation Manager

Your responsibilities will include

• Creating, scheduling and sending end-to-end customer journeys across the entire lifecycle, including Onboarding/Welcome, First-time buyer conversion, Customer Purchase funnel, and Winback.
• 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.
• Managing administrative tasks related to Customer Lifecycle journeys - from the creative briefing process, building journeys flows, conducting checks to ensure accurate and suitable rendering of direct channels across different platforms, and coordinating approvals.
• Working closely with the CRM Manager to ensure campaigns are sent out on time, accurately reflect products on site and include relevant messaging.
• Keeping the monthly Marketing Calendar up to date to ensure new journeys are prioritised and planned.
• Executing on automated CRM triggered campaigns, aimed at increasing customer acquisition, retention and lifetime value as well as preventing churn and increasing cross-sell and up-sell opportunities. This includes identifying relevant channels and key messaging.
• Optimising processes to streamline the briefing, creation and sending of CRM Journey and Automated Campaigns.
• Working with the Design and Brand teams to ensure content and design for the relevant CRM Journey and Automated campaigns are relevant and on brand.
• Monitoring and reporting on key CRM metrics related to CRM Journey and Automated campaigns, providing insights and recommendations for optimisation.
• Conducting A/B Tests to inform more effective CRM campaigns.
• Applying segmentation techniques to target the correct audiences to reach campaign objectives.
• Using liquid to build dynamic and personalised marketing campaigns.
• Researching and keeping the team abreast of email and CRM competitor activities, trends and best practices.
• Researching and keeping the team abreast of developments on the numerous platforms & programs we use to ensure that we are aligned with best practices.
• Designing and sending out surveys to customers at various touchpoints to capture relevant information about customer preferences, satisfaction levels, and experiences.

Qualification & Experience

• A National Diploma or Bachelor's degree in a relevant field such as Marketing or Business Management
• 3+ years of experience in CRM or Email Marketing function.
• Experience in e-commerce advantegout
• Experience working with Braze or other CRM Marketing platforms
• Braze Certification is 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 with project management tools like ASANA and JIRA
• A strong working knowledge of Google Sheets and Microsoft Excel is required
• Experience using BRAZE, ASANA, Email on Acid, Litmus, Monday.com, JIRA advantageous

Attributes Required

• Proven track record of being in a role of a similar nature
• Smart, hard-working with demonstrable integrity and willing to put extra hours in to meet deadlines
• Exceptional written communication and copywriting skills
• A passion for retail and marketing is essential
• Highly organised with strong administrative skills and the ability to multitask
• Meticulous attention to detail
• The ability to thrive under pressure and meet tight deadlines
• A strong working knowledge of Google Sheets and Microsoft Excel is required
• Experience using BRAZE and ASANA or similar tools advantageous
• Willing to take direction and able to work independently, demonstrating initiative
• Comfortable working under pressure in a fast-paced environment
• Confident, with very strong interpersonal & communication skills and a proven ability to build productive relationships quickly
• Ability to take feedback constructively

The Environment

• takealot.com employees are entrepreneurial and dynamic, smart, customer- centric, fun and have the shared ambition of takealot.com being the leading e- commerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high on output.
• We are doers and not only thinkers, its all in the execution after all.
• We love what we do and what we are creating.
• We seek to employ an Extra Ordinary Mind who is Smart, has Integrity, and is Hardworking.