CRM Architect I

Capitec Bank; Stellenbosch; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading bank in South Africa is seeking a Client Engagement Agent to execute direct marketing campaigns across digital channels. This role involves using Salesforce to enhance customer communication and requires a minimum of 1-2 years of technical CRM experience. The ideal candidate will possess a relevant IT qualification, strong analytical skills, and the ability to work in an Agile environment.

Qualifications

• 1-2 years technical CRM experience in a client relationship environment.
• Experience in Agile methodologies preferred.

Responsibilities

• Design and build Client Relationship Management solutions.
• Execute and optimize marketing campaigns using Salesforce Marketing Cloud.
• Improve engagement governance and ensure compliance with engagement rules.

Skills

Analytical Skills

Interpersonal Skills

Communication Skills

Problem-Solving Skills

Planning and Organising Skills

Education

Relevant tertiary qualification in Information Technology

Tools

Salesforce Marketing Cloud

Salesforce CRM

Job description

Purpose Statement

• To be responsible for the day-to-day execution of direct marketing campaigns across our Digital Direct Marketing channels. You will contribute to driving effective customer communication strategies across Capitec by working together with the Client Engagement team to deliver highly relevant and personalised communications to our clients.
• To be a client engagement agent who can apply and provide data, systems know how to support, track, develop and improve client engagement programmes, campaigns and prompts throughout the client engagement life cycle.
• To conceptualise, articulate, design and build, Client Relationship Management (CRM) solution designs, in relation to specific communication programmes, campaigns, and prompt business requirements.

Key Performance Areas

1. Client Journey setup and design

2. Interaction execution on IMS

3. Improve interaction governance

Key Tasks and Accountabilities

1. Client Journey setup and design

• Evaluate the business value requirements by consulting closely with internal stakeholders i.e., Product Head, Product Owners, Marketing Managers, and business leaders.
• Evaluate the CRM ecosystem, non-functional and journey requirements for programmes, campaigns and prompts by consulting closely with internal support stakeholders i.e., Client Engagement Deliver and Technology Services.
• Translate business requirements into engagement journey maps (EJM) using Client Engagement (CE) best practises.
• Conceptualise and articulate EJM solution designs for Programmes, Campaigns and Prompts in relation to specific business value propositions and journey standards to the following platforms:
  • Salesforce Marketing Cloud:
  • Salesforce Journey Builder
  • Salesforce Advertising Studio
  • Salesforce Email Studio
  • Salesforce Mobile Studio
• Coordinate the delivery roadmap and work breakdown structure to help the team with the most efficient delivery pipeline.
• Act as subject matter expert (SME) for Salesforce Marketing Cloud, designing communication solutions, using the Salesforce platform.
• Work closely with Client Engagement Delivery to develop technology solutions needed to support key customer business processes for Marketing and their business stakeholders.
• Ensure that the EJM design for programmes, campaigns and prompts is designed correctly and meets Salesforce best practices.
• Ensures the technical design specifications for programmes, campaigns and prompts journeys are followed accurately.
• Responsible for facilitating adherence to Capitec’s enterprise architecture, architecture standards and architecture/design patterns.

2. Interaction execution using IMS

• Able to build, execute, monitor & optimise campaigns and programmes on Salesforce Marketing Cloud, including, but not limited to:
  • Building journey flows
  • Build and link data extensions
  • Configure SMS, Email, In-App, WhatsApp content assets
• Has knowledge of how to use the CRM Platform (ideally Salesforce Marketing Cloud) optimally for the swift and accurate execution of personalised journeys.
• Apply numerical reasoning and logical thinking to support and track the campaigns and programme landscape
• Simplify and create clarity of how the campaigns and programmes journeys interlink and use expertise to ensure a single conversation with all clients.
• Use technical know-how and understanding to maintain & improve all EJM’s in a way that creates clarity for business stakeholders.
• Maintain and improve engagement automation through an omni-channel environment.
• Collaborate with colleagues and customers to create prototypes and proofs of concept as a means of eliciting and defining requirements,
• Support user story writing for Engagement Journey Map (EJM).
• Ensure documentation though formal EJM approval and become the custodian of EJMs of their area.
• Support the configuration, quality assurance, testing, and deployment of programmes, campaigns, and prompts on Salesforce

3. Improve engagement governance

• Identify ways to maintain and improve engagement processes and approval protocols
• Accountable to:
  • Report on performance and budget for all programs, campaigns, and prompts
  • Make sure the engagement rules are implemented for each programme, campaign, and prompt
  • Identify journey and implementation risks and advise on the implementation of corrective actions where risks are detected.
  • Share client journey health metrics with stakeholders along the functional and non-functional value chain.

Experience

Minimum:

• >1-2 yrs. technical CRM experience in a client relationship environment or business engineering to understand data, modelling, selection, systems, and integration points in respect of a client centric view.
• Operating in an environment practicing Agile methodology.

Ideal:

• >1 years’ experience in CE to understand data, modelling, selection, systems, and integration points in respect of a client centric view
• >1 years program or business engineering experience project experience.

Qualifications (Minimum)

• A relevant tertiary qualification in Information Technology or Similar

Qualifications (Ideal or Preferred)

• A relevant qualification

Knowledge

Minimum:

• Salesforce Marketing Cloud (or similar CRM system)
• Salesforce CRM (or similar CRM system)
• Process engineering
• Analytics and modelling
• System integration, APIs
• Customer relationship management principles, tools, and methods
• Understanding of data, modelling, selection, systems, and integration points in respect of a client centric view.
• Stakeholder engagement and management principles and practices
• Agile methodology

Ideal:

• CX or CE Journey mapping
• Technical CRM program building
• AI modelling
• Digital channel development and integration

Skills Analytical Skills Interpersonal & Relationship management Skills Communications Skills Problem solving skills Planning, organising and coordination skills Conditions of Employment

• Clear criminal and credit record