Operations & Automation (E-commerce, AI & Business Process Automation)

SUMMARY:
Growth & Retention Executive required in Paarden Eiland, Cape Town, for an e-commerce business. This permanent position focuses on AI automation, e-commerce operations, customer support systems, WhatsApp marketing automation and digital marketing to improve business efficiency, customer retention and online growth.

POSITION INFO:
Location: Paarden Eiland, Cape Town. This is an office-based role, Monday to Friday, 09:00-17:00, with the possibility of hybrid work after probation. Requirements: Relevant experience in e-commerce operations, digital marketing, business process automation, CRM systems, marketing automation or a related technical field. Demonstrable experience building, configuring or implementing workflow automations, AI-powered tools or business systems. Experience with e-commerce platforms such as Shopify, Takealot or Amazon Seller Central. Understanding of customer support systems, CRM platforms and customer experience processes. Experience with WhatsApp Business, automated messaging, customer follow-ups or marketing funnels will be advantageous. Understanding of digital marketing, including Meta Ads, Facebook Ads, Google Ads and campaign performance monitoring. Experience connecting business systems through integrations, APIs, webhooks or automation tools such as Make, Zapier or n8n will be advantageous. Ability to identify inefficient processes and implement practical solutions that reduce manual work and improve operational efficiency. Comfortable collaborating with developers to implement, test and improve website functionality, integrations and automated workflows. Strong analytical, organisational, communication and problem-solving skills. Self-motivated and comfortable taking ownership of projects in a small, fast-growing business. Willingness to work on-site in Paarden Eiland, Cape Town, Monday to Friday, 09:00-17:00. Key Responsibilities: Design, build and implement AI-powered workflows and business process automations to improve efficiency and support business growth. Identify operational bottlenecks and streamline repetitive tasks across e-commerce, customer service, marketing and general business operations. Research, select, configure and implement a customer support platform that consolidates customer enquiries from email, telephone, Facebook and Instagram. Improve customer service processes through automation, enquiry routing, response management and appropriate AI-powered tools. Develop and implement WhatsApp marketing funnels, automated messaging sequences, customer follow-ups and retention campaigns. Support e-commerce operations across Shopify, Takealot and Amazon, identifying opportunities to improve workflows, customer experience and online sales. Monitor and support digital advertising activity across Meta Ads and Google Ads, review campaign performance and work with the marketing team to identify opportunities for improvement. Support customer acquisition, engagement and retention initiatives through marketing automation and data-driven process improvements. Collaborate with developers to implement website features, including customer-facing functionality, integrations and improvements to the online customer journey. Explore and implement appropriate AI tools and automation technologies to reduce manual administration and improve business processes. Work with internal teams to identify business needs, prioritise improvements, test solutions and ensure that implemented systems operate effectively. Support e-commerce growth and marketplace operations associated with the company's expansion into the US market. Take ownership of projects from identifying the problem and evaluating solutions through to implementation, testing and ongoing improvement.