CRM Insights & Innovation Manager

Ten Group; Cape Town; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading service business in Cape Town is seeking a CRM Insights & Innovation Manager to elevate their CRM strategy through insight-led thinking and deep customer engagement. This role requires expertise in Braze and Tableau, focusing on customer intelligence, innovation, and performance strategy. The company offers competitive compensation and a hybrid working model.

Benefits

Competitive salary

Flexible work arrangements

Paid time off

Paid sabbaticals

Employee discounts

Company contribution towards medical aid

Qualifications

• 4+ years of experience in CRM insight or customer analytics roles.
• Proven success in turning insight into action across complex CRM ecosystems.
• Strong analytical mindset, uncovering insights and driving decisions.

Responsibilities

• Build and evolve a centralised CRM reporting framework.
• Identify key trends and gaps in engagement, conversion, and retention.
• Lead A/B and multivariate testing across CRM campaigns.

Skills

CRM insight

customer analytics

Braze

Tableau

analytical mindset

Tools

Braze

Tableau

Job description

Shape the Future of Service Excellence with Ten!

Driving Innovation and Trust: Ten’s Journey to Redefine Service Excellence

Ten is on a mission to become the most trusted service business in the world 🌎Technology-driven Product is at the centre of our strategy to create a hugely successful service and business. Millions of members already have access to Ten's services across lifestyle, travel, dining and entertainment on behalf of over fifty clients including HSBC and Swisscard. Ten's partnerships are based on multi-year contracts generating revenue through platform-as-a-service and technology fees.

We have the advantages of already being at scale globally with a critical mass of high net worth members via stable, multi-year revenue-generating contracts. We already have a market leading consumer proposition and credibility (and many integrations) with the leading suppliers/partners across our ‘big 4’ service categories of restaurants/travel/entertainment and luxury retail.

We are profitable and the first B Corp listed on the London Stock Exchange (AIM market).

Our plans are to continue to invest into technology (including AI) to become the main way that our members organise their leisure lives. The next few years will see Ten speed up our progress via our Growth Engine strategy, making the next huge steps to achieve our ambitions together.

For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en...

Overview

We’re looking for a CRM Insights & Innovation Manager who will elevate our CRM strategy through bold, insight-led thinking and a deep understanding of what drives customer engagement. This role thrives at the intersection of customer intelligence and digital/CRM innovation, and is ideal for someone with technical expertise in Braze and Tableau, paired with a forward-thinking mindset and a strong commercial perspective.

Key Responsibilities:

Insight-Led CRM Performance Strategy

• Build and evolve a centralised CRM reporting framework: dashboards, scorecards, and reporting that empower the business to act
• Identify key trends and gaps in engagement, conversion, and retention, translating data into clear, strategic opportunities
• Develop and refine attribution models that reflect true CRM impact across multi-channel journeys
• Enhance and maintain a single customer view, ensuring teams have access to accurate, actionable data to drive personalization

Innovation & Strategic Foresight

• Identify and assess emerging CRM trends, tools, and technologies — from AI-led personalisation to advanced journey automation
• Collaborate with Product, Tech, Data, Propositions, and Marketing teams to bring innovations to life, from pilot to scaled deployment
• Build robust business cases for CRM initiatives and innovation projects to support revenue and engagement growth

Expertise in Braze and Tableau

• Leverage the full capabilities of Braze to power behavioural automation, advanced segmentation, and dynamic content
• Use Tableau to build clear, insightful dashboards and reports that support decision-making at all levels of the business
• Work with Data and Tech stakeholders to ensure seamless integration and utilisation of CRM data across platforms – lead the roadmap

Testing & Continuous Improvement

• Lead A/B and multivariate testing across CRM campaigns to drive optimisation of timing, content, segmentation, and journey structure
• Analyse performance across programmes to surface actionable insights and ensure continuous learningLead key CRM initiatives such as consumer/member contact and suppression strategies, personalised and automated accordingly
• Translate test outcomes into strategic recommendations that guide CRM evolution

What You Bring

• 4+ years of experience in CRM insight or customer analytics roles

• Proven success in turning insight into action across complex CRM ecosystems
• Expert in Braze and Tableau, with hands‑on experience using both to drive measurable results
• Strong analytical mindset, uncovering insights, driving decisions, and communicating impact
• A data‑oriented critical thinker and problem solver
• Deep understanding of CRM metrics, lifecycle strategy, and marketing attribution
• Experience working with customer data platforms (CDPs), single customer views, or data lakes a plus
• Experience with SQL a plus
• A proactive, collaborative approach with the ability to influence across cross‑functional teams
• Analytical and commercially minded, but also curious, creative, and eager to innovate
• Confident communicator who can distil data into decisions and inspire action across teams

What You’ll Gain

• A chance to shape the future of data‑led CRM in a business that’s investing heavily in innovation
• Access to best‑in‑class platforms, cutting‑edge martech, and a collaborative, high‑performance team
• The opportunity to influence how we engage, retain, and grow a loyal customer base across the globe

Guidelines for Hybrid/Home Office:

• We are ideally seeking exceptional candidates to be based in Cape Town
• Please note that you will be asked to enter into a hybrid working arrangement - at least 2x a week in the office.
• A secure home office at your confirmed address, free from background noise or other distractions.
• You must meet our minimum internet speeds if you want to work in our hybrid model and this will be checked during the recruitment process and again when you join. We also have a great office that you can work from as an alternative.

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Rewards designed around you:

• A competitive salary depending on experience
• Flexible work arrangements including Hybrid work possibilities ; with up to 60% Home Office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program.
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car).
• ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
• Safe & secure offices in the Foreshore with complimentary off‑street parking.

Joinusandexperienceaworkplacewhereyoucantrulythrive. https://tenlifestylegroup.com/ten-tv/

CommitmenttoDiversity

Weencouragediversephilosophies,cultures,andexperiences.Weappreciatediversityandarededicatedtocreatinganinclusiveworkenvironmentforouremployees.ThisideaunitestheteamsatTEN.Allaspectsofourrelationship,includingthedecisiontohire,promote,discipline,orterminate,willbebasedonmerit,competence,performanceandbusinessneeds.

“Tenworkswithasmallpreferredsupplierlistofrecruitmentagenciesonly.Pleasenotewearenotacceptinganyfurtherrecruitmentagenciesatthistime.TenGroupisnotresponsibleforanyfeesrelatedtounsolicitedresumes.”

Applyasap and let’s build the future of CRM at Ten Group together!