CRM Lead: Growth & Lifecycle Automation

MH Solutions; Cape Town; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

MH Solutions is seeking a CRM Lead/Head of CRM to shape customer engagement, retention, and lifetime value through data-driven lifecycle marketing across multiple product lines (restaurants, groceries, and on-demand services). You will lead a CRM team, partner with Product, Data, Engineering, Marketing, and Merchandising, and own automation-first campaigns with Braze and other MarTech tools.

You will oversee KPI dashboards, testing roadmaps, and customer insights to drive scalable, personalised

Qualifications

• 5+ years’ experience in CRM or lifecycle marketing roles.
• 2+ years’ experience managing multiple direct reports.
• Proven experience executing multi-channel CRM campaigns (push, email, in‑app, etc.).
• Hands‑on experience with CRM and MarTech platforms in complex environments.
• Advanced MS Excel proficiency.

Responsibilities

• Develop and execute end-to-end CRM strategies, with a strong focus on automation-led lifecycle marketing and personalisation at scale.
• Build and manage a customer-centric CRM calendar underpinned by always-on lifecycle automation, reducing reliance on one-off campaigns.
• Provide functional and disciplinary leadership to the CRM team, including direct reports and their teams.
• Ensure clear ownership across lifecycle strategy, execution, and optimisation.
• Manage the complexities of communicating to customers about multiple product offerings (restaurants, groceries, and other on-demand services).
• Work closely with Product, Data, Engineering, Marketing, and Merchandising teams to align CRM strategies with business priorities.
• Lead marketing automation strategy, spanning transactional, promotional, and brand communications.
• Be the champion and subject-matter expert for the Braze CRM platform, driving best practices and capability adoption.
• Design and launch complex, highly automated CRM journeys using Braze and other MarTech tools, leveraging real-time events, customer attributes, and predictive signals.
• Establish, report on, and continuously improve KPIs for all CRM campaigns, focusing on incrementality, retention, frequency, and customer lifetime value.
• Own operational dashboarding for CRM campaigns, tracking performance across first-time customers, repeat behaviour, and order-related KPIs.
• Drive experimentation and optimisation through a formal testing roadmap (A/B, multivariate, holdout testing).
• Act as a key partner to the business, translating data and insights into actionable lifecycle strategies.
• Support paid-for (retail media) communication campaigns for platform partners and non-endemic brands.
• Drive awareness, adoption, and retention of the Group’s subscription programmes, embedding them across relevant lifecycle touchpoints.

Skills

CRM strategy

Team leadership

Data analysis

Multi-channel campaigns

Stakeholder communication

Marketing automation

Braze

Salesforce

A/B testing

Education

Tertiary qualification

Tools

Braze

Salesforce

MarTech platforms

Job description

MH Solutions is seeking a CRM Lead/Head of CRM to shape customer engagement, retention, and lifetime value through data-driven lifecycle marketing across multiple product lines (restaurants, groceries, and on-demand services). You will lead a CRM team, partner with Product, Data, Engineering, Marketing, and Merchandising, and own automation-first campaigns with Braze and other MarTech tools.

You will oversee KPI dashboards, testing roadmaps, and customer insights to drive scalable, personalised