CRM Copy Lead

Publicis Groupe Holdings B.V; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A global marketing firm is seeking a CRM Copy Lead in Johannesburg, South Africa, to lead a team in crafting effective, personalized messaging across CRM campaigns. The role focuses on strategic development and execution of copy for various channels, fostering collaboration with cross-functional teams, and ensuring brand consistency. Ideal candidates have extensive experience in CRM copy writing and leadership, and are adept with major CRM platforms. This position offers opportunities for professional growth in a dynamic environment.

Benefits

Dynamic collaborative environment

Access to training and development opportunities

Qualifications

• 5-7+ years of experience in CRM campaigns, focusing on copy.
• 2-3 years in a leadership role, mentoring junior writers.
• Strong portfolio of CRM copy examples and successful outcomes.

Responsibilities

• Lead and mentor a team of CRM copywriters.
• Develop comprehensive CRM copy strategies.
• Ensure brand voice consistency across all communications.

Skills

Team Leadership

Copywriting

A/B Testing

Communication

Problem Solving

Education

Bachelor's degree in Marketing, Communications, English, or Journalism

Tools

Salesforce Marketing Cloud

Adobe Campaign

Braze

Iterable

Job description

Company description

Digitas is the Networked Experience Agency, built on the vision that we create magnetic experiences that earn the right for brands to exist in human networks. Today, and tomorrow. We deliver Networked Experiences by leveraging comprehensive data, technology, creative, media and strategy capabilities. Digitas delivers ambitious outcomes via unique solutions that include Creative Experiences, Integrated Media, Addressable Relationships, Social Marketing and Total Commerce.

The Digitas culture is made up of fearless, inventive and generous Unicorns of all kinds.

Overview

As a CRM Copy Lead, you will be the strategic and creative force driving our client's customer relationship management messaging. You will lead, mentor, and guide a team of copywriters, ensuring the development and execution of highly personalized, persuasive, and effective copy and content experiences that drive engagement and conversion across the customer lifecycle. Operating at the intersection of messaging, data, strategy, and technology, you will define frameworks for compelling copy across emails, SMS, push notifications, in-app messages, landing pages, and other digital touchpoints. You are a natural leader and a master wordsmith who deeply understands the customer journey, champions data-driven messaging, and is passionate about building measurable digital experiences that foster strong brand relationships and drive action.

Sound like you? Read on.

This role is responsible for defining, overseeing, and ensuring the execution of high-impact copy and content specifically tailored for CRM campaigns. You will lead the CRM copy team, ensuring all messaging aligns with brand objectives, drives engagement, and supports integrated marketing initiatives. You will collaborate closely with CRM strategists, data analysts, designers, and other creative and technical teams to deliver consistent, innovative, and effective brand storytelling within the CRM ecosystem.

Responsibilities

Day-to-day, your role includes:

Team Leadership & Development:

• Lead, mentor, and inspire a team of CRM copywriters, fostering a collaborative and high-performing environment.
• Provide constructive feedback, coaching, and guidance to team members, supporting their professional growth and skill development.
• Oversee daily assignments, manage workload distribution, and ensure efficient workflow and timely delivery of all CRM copy.
• Conduct regular reviews of team output to maintain quality, consistency, and adherence to strategic goals.

CRM Copy Strategy & Framework Development:

• Develop and implement comprehensive CRM copy strategies that align with overarching marketing objectives and customer journey mapping.
• Define and establish clear copy frameworks, guidelines, and best practices for all CRM channels (email, SMS, push, in-app, landing pages) to ensure consistency and effectiveness.
• Guide the team in crafting clear, compelling, and concise copy that resonates with various customer segments and drives desired actions.
• Collaborate directly with CRM strategists and data analysts to translate customer insights, segmentation strategies, and performance data into actionable messaging strategies and detailed briefs for the team.

Brand Voice, Quality & Optimization:

• Act as the primary guardian of brand voice, tone, and style across all CRM communications, ensuring a cohesive brand experience.
• Establish and enforce rigorous quality assurance processes for all CRM copy, ensuring accuracy, grammatical correctness, compliance, and strategic alignment.
• Lead the strategic development, execution, and analysis of A/B tests for copy variations, leveraging data to optimize messaging and improve campaign performance.
• Stay at the forefront of CRM content trends, industry best practices, persuasive writing techniques, and evolving compliance standards, integrating new learnings into team practices.

Cross-Functional Collaboration & Stakeholder Engagement:

• Liaise effectively with design, development, account, and client teams to ensure seamless integration of copy with visuals and technology, creating a cohesive user experience.
• Manage content calendars and project timelines for the copy team, proactively identifying potential risks and implementing mitigation strategies.
• Represent the CRM copy function in client meetings, strategic discussions, and internal presentations, providing expert counsel and thought leadership.

Qualifications

• Bachelor's degree in Marketing, Communications, English, Journalism, or a related field.
• 5-7+ years of progressive professional experience specifically in writing and strategizing copy for successful CRM campaigns across various stages of the customer lifecycle (acquisition, nurture, retention, win-back).
• Minimum 2-3 years of experience in a leadership, senior, or supervisory capacity, including mentoring junior writers and overseeing team output.
• Strong portfolio showcasing diverse CRM copy examples (responsive email campaigns, landing page content, SMS/push notifications, and digital ad copy), demonstrating strategic impact, leadership, and successful campaign outcomes.
• Exceptional writing, editing, and proofreading skills with a keen eye for detail and a mastery of grammar, style, and tone, particularly in short-form and direct-response formats.
• Deep understanding of direct response copywriting principles and how to optimize messaging for various digital channels and audience segments.
• Proven ability to develop and implement content strategies and frameworks that guide a team and drive measurable results.
• Familiarity with major CRM marketing platforms (e.g., Salesforce Marketing Cloud, Braze, Adobe Campaign, Iterable) from a content management, personalization, and deployment perspective.
• Strong understanding of A/B testing methodologies and experience using data to inform and optimize copy strategies.
• Excellent communication, presentation, and interpersonal skills, with the ability to articulate strategy and provide constructive feedback.
• Ability to manage multiple projects, prioritize effectively, and meet deadlines in a fast-paced agency environment.

Personality Attributes

• Team player with the ability to work independently
• Able to remain calm in a highly pressurised environment
• Assertive and resilient
• Proactive, energetic, and approachable
• Problem solver / solution driven and Creative "out of the box" strategic thinker
• Meticulous with attention to detail
• Flexible to work beyond normal office hours (overtime if and when required)
• Comfortable to work from the Publicis Groupe office (on-site)

Additional information

Got the sparkle? Apply if you believe your unique skills are a fit.

Digitas serves the world’s leading brands through a global network comprised of more than 5,500 employees across over 65 offices in 43 countries. In South Africa, Digitas is also expanding its Total Commerce capability into the Publicis Commerce capability and communities, offering Commerce solutions that combine CRM, social, data, media, and creative to drive customer engagement and business growth.

What We Offer:

• A dynamic, collaborative environment within a global network.
• Opportunities to work on leading brands and innovative commerce solutions.
• Access to training and development across data, tech, and strategy.
• A culture of fearless, inventive, and generous unicorns.

Culture commitment: We are connected in the way we think and the way we work. At the heart of our company are great people that we call Unicorns. Our Unicorns are open, bold, and curious and love to solve complex problems for clients in unique ways.

• We are approachable & globally supportive.
• We are in this together and solution orientated.
• We always do the right thing.
• We are never afraid.

Ready to make social magnetic? Apply now and help us shape the future of commerce through social-first experiences.