About the position
Role Overview
A premium design-focused retail brand with an international presence is seeking a data-driven, strategic CRM Manager to lead its customer engagement efforts across retail and eCommerce channels. This role is responsible for designing, executing, and optimising the customer lifecycle journey from acquisition to retention by leveraging data insights, segmentation, automation, and personalisation strategies.
Key Responsibilities
CRM Strategy & Execution
- Develop and execute a comprehensive CRM strategy aligned with brand goals, customer insights, and omnichannel business objectives.
- Own the customer journey and lifecycle communication plancovering welcome series, loyalty programs, re-engagement, and win-back campaigns.
- Implement automated and personalised campaigns to increase engagement, conversion, and lifetime value.
Campaign Management
- Manage the end-to-end process of email and SMS marketing: concept, content brief, audience segmentation, A/B testing, deployment, and reporting.
- Coordinate with content, design, and digital teams to ensure brand alignment and campaign relevance.
- Optimise deliverability, open rates, CTR, and conversion rates through continuous testing and refinement.
Data & Segmentation
- Build detailed customer segments using purchase behaviour, engagement, demographics, and psychographics.
- Use CRM and analytics tools to track campaign performance, customer trends, and insights.
- Collaborate with BI or data analysts to develop actionable dashboards and audience models.
Loyalty & Retention
- Manage the customer loyalty program: benefits structure, campaign calendar, partner integrations, and performance analysis.
- Develop customer retention strategies using data insights and trend forecasting.
- Act as the voice of the customer in cross-functional discussions, ensuring retention and CLV are top priorities.
Stakeholder Collaboration
- Partner with eCommerce, Retail, Marketing, and Product teams to align CRM efforts with seasonal campaigns and product launches.
- Collaborate with IT and third-party providers to ensure CRM system functionality, data integration, and automation.
Requirements
- Bachelors Degree in Marketing, Communications, Digital, or relevant field.
- Minimum 4-6 years experience in CRM, digital marketing, or customer lifecycle managementpreferably in retail, eCommerce, or consumer brands.
- Proficient in CRM and email marketing platforms (e.g. Klaviyo, Salesforce, HubSpot, Mailchimp).
- Strong knowledge of segmentation, campaign automation, and customer journey mapping.
- Experience with analytics tools such as Google Analytics, Power BI, or CRM dashboards.
- Excellent written and verbal communication skills.
- Strong analytical skills and data-driven decision-making ability.
Preferred Qualities
- Passion for design, lifestyle, or premium consumer brands.
- Experience managing a loyalty program in a retail/eCommerce environment.
- Highly organised, deadline-driven, and collaborative.
- Curious, strategic thinker with creative problem-solving skills.
Desired Skills:
- CRM
- retail
- data intergration
- campaign management
- Segmentation
- Marketing Automation
Desired Work Experience:
- 5 to 10 years Communications & Public Relations
About The Employer:
What's on Offer
- Competitive salary in line with experience.
- Opportunity to build and elevate a CRM ecosystem for a globally recognised brand.
- Creative, design-centric environment based in Cape Town.
- Staff product discounts and career development opportunities
