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 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 or digital marketing


• 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 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 (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. 

If you meet the above you are an Extraordinary Mind so come and join us! 

Takealot Group is an Equal Opportunity Employer. We encourage applicants from the previously disadvantaged groups and people with disabilities, to apply.