CRM Lead / Head of CRM

SUMMARY:
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POSITION INFO:
CRM Lead \/ Head of CRM Location: Cape Town Working Model: On-site \/ Hybrid Reports to: Head of Customer Growth Position Overview A leading digital and eCommerce organisation is seeking an experienced CRM Lead to develop and execute its end-to-end customer relationship management and lifecycle marketing strategy. The successful candidate will lead a team of CRM specialists and drive personalised, automated and scalable customer engagement initiatives across a large and diverse customer base. This role requires a strong balance of strategic leadership, technical CRM capability, commercial thinking and hands-on campaign execution. Key ResponsibilitiesCRM Strategy Develop and execute the organisation’s CRM and lifecycle marketing strategy. Build a customer-focused CRM calendar supported by always-on automation. Reduce reliance on once-off campaigns through dynamic lifecycle journeys. Drive customer engagement, retention, order frequency and lifetime value. Manage communication across multiple product categories and customer segments. Leadership Lead, mentor and manage the CRM team. Establish clear ownership across strategy, campaign delivery and optimisation. Set team priorities and ensure delivery against business objectives. Present CRM plans, results and recommendations to senior stakeholders. Marketing Automation and Technology Lead the marketing automation strategy. Act as the subject-matter expert for the CRM platform. Design complex automated customer journeys. Use real-time events, customer attributes and behavioural signals. Drive CRM platform best practice and capability adoption. Performance and Optimisation Establish and monitor CRM KPIs. Track retention, frequency, incrementality and lifetime value. Develop operational campaign dashboards. Lead formal A\/B, multivariate and holdout testing. Translate customer data into actionable lifecycle strategies. Stakeholder Collaboration Partner with Product, Data, Engineering, Marketing and Merchandising teams. Coordinate CRM initiatives across multiple business units. Support partner-funded and retail media communication campaigns. Align CRM activity with wider customer-growth objectives. Minimum Requirements Relevant tertiary qualification. At least five years’ CRM or lifecycle marketing experience. At least two years’ direct people-management experience. Proven multi-channel CRM campaign experience. Hands-on enterprise CRM or MarTech platform experience. Experience developing automated lifecycle journeys. Advanced Microsoft Excel proficiency. Strong analytical and commercial ability. Experience working with large and diverse customer bases. Strong senior stakeholder presentation experience. Advantageous Experience Braze experience. Salesforce Marketing Cloud or Iterable experience. eCommerce, retail, marketplace or on-demand delivery experience. Experience managing customer communication across multiple product categories. Experience with subscription or loyalty programmes. Skills and Attributes Strategic and hands-on. Commercially minded. Highly analytical. Strong leadership ability. Confident senior-level communicator. Organised and detail-focused. Comfortable working in a fast-paced environment. Strong problem-solving ability.