Senior CRM Manager

SUMMARY:
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POSITION INFO:
Senior CRM Manager Location: Cape Town Working Model: On-site \/ Hybrid Reports to: Head of Growth Position Overview A leading digital organisation is seeking a Senior CRM Manager to develop and execute personalised customer lifecycle strategies across consumer and business segments. The successful candidate will manage end-to-end CRM campaigns, incentive programmes and marketing automation across email, push notifications and WhatsApp. The role requires a technically capable and commercially focused CRM specialist who can use customer insights to improve conversion, engagement, order frequency and sales. Key ResponsibilitiesCRM Strategy and Campaigns Develop and execute end-to-end CRM strategies. Manage personalised customer communications. Develop incentive programmes across customer segments. Project-manage lifecycle initiatives and campaigns. Align CRM activity with business and brand goals. Marketing Automation Lead transactional, promotional and brand automation strategies. Act as the internal CRM platform expert. Build automated journeys using customer data. Manage the full creation and execution of CRM campaigns. Drive email, push notification and WhatsApp activity. Reporting and Optimisation Establish and monitor CRM KPIs. Develop campaign and customer-performance dashboards. Track first-time customer and order-related performance. Create formal A\/B and multivariate testing programmes. Use testing and data insights to improve campaign conversion. Customer Insights Analyse customer behaviour and segmentation. Translate data into actionable CRM strategies. Identify opportunities to improve personalisation. Support sales and order growth through CRM channels. Cross-Functional Collaboration Work with Data Science, Brand, Product and Design teams. Partner with Performance Marketing, Operations and Sales. Coordinate joint CRM campaigns across business units. Ensure campaigns support the core brand proposition. Minimum Requirements Degree or diploma in Marketing, Business, Advertising or Communication. At least five years’ marketing or communications experience. At least two years’ CRM management experience. eCommerce or digital-company experience. Enterprise CRM platform experience. Hands-on experience with email, push and WhatsApp campaigns. Strong lifecycle and personalisation experience. Strong analytical and numerical ability. Experience developing testing and optimisation programmes. Proven record of growing sales through CRM channels. Strong written English and attention to detail. Advantageous Experience Braze experience. Salesforce Marketing Cloud experience. Adobe or SAP Marketing Cloud experience. Experience developing operational CRM dashboards. Experience in a high-growth or start-up environment. Skills and Attributes Commercially focused. Highly analytical. Strong project-management ability. Technically confident. Detail-oriented. Energetic and adaptable. Strong interpersonal skills. Solutions-focused. Comfortable in a fast-paced environment.