CRM & Client Communications Manager

SUMMARY:
Luxury Jewellery Brand with Head Offices based in Cape Town is looking for a CRM & Client Communications Manager responsible for implementing and managing communication with clients across the different stages of their relationship with the brand.
 
Working within the direction set by the Founder, Growth Officer and broader leadership team, the role will translate approved client-journey strategies into carefully considered CRM campaigns, automated communications and follow-up journeys.
 
The successful candidate will manage ActiveCampaign on a day-to-day basis, ensure client information is correctly structured and segmented, and coordinate relevant communication before and after an enquiry, appointment or purchase.
 
This is a hands-on implementation role requiring a strong understanding of CRM and lifecycle-marketing principles, meticulous attention to detail and the ability to execute communication that reflects the personal, considered service expected from brand.

POSITION INFO:
Duties: Implement Client Communication Journeys: Translate approved client-journey strategies into practical CRM communication plans. Build and manage communication journeys for key stages, including: New enquiries Appointment bookings Engagement-ring consideration Product or collection interest Purchase and delivery Post-purchase care Purchase anniversaries Service and valuation reminders Previous-client re-engagement Events and private-client invitations Ensure communications are relevant to the client's interests, purchase history and stage in the relationship. Identify where automated communication should be supported by personal contact from a Sales Advisor or Client Care team member. Monitor client journeys and recommend improvements based on engagement and feedback. Manage ActiveCampaign: Manage the day-to-day operation of ActiveCampaign. Build, test, activate and monitor CRM campaigns and automations. Set up and maintain: Contact fields Tags Lists Segments Automation triggers Wait periods Conditional branches Goals and exit conditions Internal alerts and advisor tasks Ensure that automations work correctly before they are made live. Regularly review existing automations and update, pause or retire outdated communication. Maintain clear naming conventions and documentation so that the CRM remains organised and understandable. Liaise with ActiveCampaign support or external technical partners when specialist assistance is required. Manage CRM Campaigns and Client Communication: Build and distribute approved email campaigns and newsletters. Work with the Marketing team to prepare the correct copy, imagery, links and calls to action. Ensure every communication is: Accurate Properly segmented Correctly branded Mobile responsive Thoroughly tested Sent to the appropriate audience Manage campaign scheduling and the client communication calendar. Prevent clients from receiving duplicated, conflicting or excessive communications. Use personalisation and conditional content where appropriate. Conduct testing to improve subject lines, timing, content and calls to action. Maintain standards of discretion, relevance and personal service in all automated communication. Maintain Client Data and Segmentation: Maintain accurate and well-organised client records within ActiveCampaign. Create and manage useful audience segments based on information such as: Client or prospect status Country and location Product and collection interest Purchase history First-time or repeat purchase Preferred store Assigned Sales Advisor Important dates and occasions Engagement with previous communications Assist with importing, cleaning and deduplicating client data. Identify missing or inconsistent information and work with the relevant teams to correct it. Ensure new enquiries, appointments and purchasers enter the correct CRM journeys. Maintain accurate subscription, opt-out and communication-permission records. Apply POPIA and relevant data-privacy principles to client communication and database management. Coordinate Personal Follow-Up: Configure internal notifications and tasks when personal follow-up is required. Notify the appropriate Sales Advisor or Client Care team member of: Qualified enquiries Appointment requests High-value client activity Negative feedback Service concerns Reactivation responses Other agreed client signals Provide advisors with the relevant information and context required for follow-up. Monitor whether important follow-up actions have been completed. Escalate unattended or time-sensitive client responses to the appropriate manager. Ensure clients with unresolved service concerns do not receive inappropriate promotional communication. Reporting and Optimisation: Monitor and report on CRM and campaign performance. Track relevant measures, including: Delivery and bounce rates Open and click-through rates Unsubscribe rates Enquiries and appointment requests Automation completion and drop-off Client responses Re-engagement results Advisor task completion Data quality and profile completeness Identify which communications are performing well and where improvements are required. Provide regular, concise reports with observations and recommended actions. Use performance data to refine segmentation, content, timing and journey structure. Flag technical problems, data gaps or recurring operational issues that affect client communication. Requirements: At least 3 - 5 years' experience in CRM, email marketing, lifecycle marketing, marketing automation or client communications. Practical experience using ActiveCampaign or a comparable CRM and email-automation platform. Experience building and managing automated email journeys. Good understanding of contacts, lists, fields, tags, segments and automation logic. Experience managing databases and maintaining accurate client information. Strong campaign-management and quality-control skills. Experience interpreting email and journey-performance data. Experience working with creative, sales and client-service teams. Experience in luxury, jewellery, hospitality, travel or another high-touch client environment would be advantageous. Working knowledge of POPIA and email-marketing consent requirements would be advantageous.