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CRM Architect I

Capitec Client Care

Stellenbosch

On-site

ZAR 300,000 - 400,000

Full time

Yesterday

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Job summary

A leading financial services institution is seeking a Client Engagement Agent to drive customer communication strategies through effective marketing campaigns. This entry-level role requires a relevant IT qualification, CRM experience, and strong analytical and communication skills to enhance client engagement and improve processes using Salesforce tools.

Qualifications

1-2 years technical CRM experience in a client relationship environment.
Understanding of data, modelling, selection, systems, and integration points.
Experience in Agile methodology.

Responsibilities

Responsible for day-to-day execution of direct marketing campaigns.
Evaluating business value requirements and consulting with stakeholders.
Conceptualising and designing Client Journey Maps.

Skills

Analytical Skills

Interpersonal Skills

Communication Skills

Problem Solving

Planning and Organising

Education

Relevant tertiary qualification in Information Technology or Similar

Tools

Salesforce Marketing Cloud

Salesforce CRM

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Date: 10 Jul 2025

Location: Stellenbosch, Western Cape, ZA

Company: Capitec Bank Ltd

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

Client Journey setup and design
Interaction execution on IMS
Improve interaction governance

Key Tasks and Accountabilities

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.
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
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

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Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time

Job function

Job function
Engineering and Information Technology

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