CRM Architect I

Capitec Bank Ltd.; Stellenbosch; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading company in the financial sector seeks to hire a Client Engagement Specialist. The role focuses on executing direct marketing campaigns and designing CRM solutions that enhance client communication strategies. Ideal candidates should have relevant technical experience and the ability to engage effectively with clients through digital channels.

Qualifications

• 1-2 years of technical CRM experience in a client-focused environment.
• Experience practicing Agile methodology.

Responsibilities

• Execute direct marketing campaigns across Digital Direct Marketing channels.
• Design and build Client Relationship Management (CRM) solutions.
• Develop client engagement programs and campaigns.

Skills

Analytical

Interpersonal

Communication

Planning

Organizational

Education

Relevant tertiary qualification in Information Technology or similar

Tools

Salesforce Marketing Cloud

Job description

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• Responsible for executing direct marketing campaigns across Digital Direct Marketing channels. Contribute to customer communication strategies with the Client Engagement team to deliver relevant, personalized communications.
• Support and develop client engagement programs, campaigns, and prompts throughout the client engagement lifecycle using data and systems expertise.
• Design and build Client Relationship Management (CRM) solutions for specific communication programs, campaigns, and prompts.

Key Performance Areas

1. Client Journey setup and design

2. Interaction execution on IMS

Key Tasks and Accountabilities

1. Client Journey setup and design

• Evaluate business value requirements with internal stakeholders such as Product Heads, Owners, Marketing Managers, and Business Leaders.
• Assess CRM ecosystem and journey requirements in collaboration with support teams.
• Create engagement journey maps (EJM) based on business needs and best practices.
• Design EJM solutions for programs, campaigns, and prompts aligned with business value and standards, using Salesforce platforms like Journey Builder, Email Studio, etc.
• Coordinate delivery roadmaps and work breakdown structures for efficient implementation.
• Serve as SME for Salesforce Marketing Cloud, designing communication solutions.
• Work with Client Engagement Delivery to develop supporting technology solutions.
• Ensure EJM designs meet Salesforce best practices and design specifications are followed.
• Adhere to enterprise architecture standards and patterns.
• Build, monitor, and optimize campaigns on Salesforce Marketing Cloud, including journey flows, data extensions, and content assets.
• Utilize CRM platforms effectively for personalized journey execution.
• Apply analytical reasoning to support campaigns and track their performance.
• Simplify and clarify campaign interlinkages for consistent client communication.
• Maintain and improve engagement automation across channels.
• Collaborate on prototypes and proofs of concept; support user story creation and documentation.
• Manage configuration, testing, deployment, and quality assurance of campaigns.
• Identify process improvements and manage engagement protocols.
• Report on performance, budget, and engagement rules adherence; identify and advise on risks.

Experience

Minimum:

• 1-2 years of technical CRM experience in a client-focused environment or business engineering.
• Experience practicing Agile methodology.

Ideal:

• Over 1 year of CE experience understanding data, systems, and integration.
• Over 1 year of program or business engineering project experience.

Qualifications

Minimum:

• Relevant tertiary qualification in Information Technology or similar.

Knowledge

Minimum:

• Salesforce Marketing Cloud or similar CRM system
• Process engineering, analytics, system integration, APIs
• Customer relationship management principles and tools
• Understanding of data, modeling, and client-centric systems
• Stakeholder engagement principles

Ideal:

• CX or CE journey mapping
• Technical CRM program development
• Digital channel development and integration

Skills

Analytical, interpersonal, communication, planning, and organizational skills.

Capitec Bank is an authorized financial services provider (FSP 46669) and registered credit provider (NCRCP13). Capitec Bank Limited Reg. No: 1980/003695/06