CRM Manager

Communicate Finance; Wes-Kaap; On-site; ZAR 700,000 - 1,000,000; Full time

Job summary

Communicate Finance is seeking an experienced CRM leader to develop and execute customer relationship strategies across lifecycle stages. You will manage multi-channel engagement programs, design automated journeys, and optimise segmentation and personalisation to boost growth and retention.

The role requires 5+ years in CRM and hands-on experience with platforms like Salesforce Marketing Cloud, HubSpot, Braze, or Klaviyo.

Qualifications

• Diploma or degree in Marketing, Business, Communications, Digital Marketing, Commerce, or a related field.
• Minimum 5+ years' experience in CRM, Customer Marketing, Lifecycle Marketing, Retention Marketing, or Marketing Automation.
• Proven track record of developing and executing CRM and customer engagement strategies.
• Experience managing customer segmentation, automated journeys, and personalised marketing campaigns.
• Experience with CRM and marketing automation platforms such as Salesforce Marketing Cloud, HubSpot, Braze, Klaviyo, Microsoft Dynamics, Adobe Campaign, or similar platforms.
• Experience analysing campaign performance and customer data to drive optimisation and commercial outcomes.

Responsibilities

• Develop and execute CRM strategies aligned with business objectives and customer lifecycle goals.
• Manage customer engagement programmes across email, SMS, push notifications, in-app messaging, and other digital channels.
• Design and optimise automated journeys, segmentation strategies, and personalised campaigns.
• Analyse customer behaviour, campaign performance, and lifecycle metrics to identify opportunities for optimisation and growth.
• Drive customer acquisition, retention, reactivation, loyalty, and customer lifetime value initiatives.
• Manage CRM platforms and marketing automation systems to ensure campaign execution and data integrity.
• Collaborate with Marketing, Digital, Product, Sales, and Data teams to deliver integrated customer experiences.
• Conduct A/B testing on messaging, creative, offers, and journeys to improve performance.
• Develop dashboards and reporting frameworks to provide actionable insights to stakeholders.
• Ensure CRM activities comply with data privacy regulations and industry best practices.
• Stay up to date with CRM trends and marketing technology innovations.

Skills

CRM strategy

Lifecycle management

Segmentation

Personalisation

A/B testing

Analytics

Stakeholder management

Cross-functional collaboration

Attention to detail

Project management

Education

Diploma or Degree in Marketing

Tools

Salesforce Marketing Cloud

HubSpot

Braze

Klaviyo

Microsoft Dynamics

Adobe Campaign

SQL

Power BI

Tableau

Job description

Expect opportunities that may include:

• Developing and executing CRM strategies aligned with business objectives and customer lifecycle goals
• Managing customer engagement programmes across email, SMS, push notifications, in-app messaging, and other digital communication channels
• Designing and optimising automated customer journeys, segmentation strategies, and personalised campaigns
• Analysing customer behaviour, campaign performance, and lifecycle metrics to identify opportunities for optimisation and growth
• Driving customer acquisition, retention, reactivation, loyalty, and customer lifetime value initiatives
• Managing CRM platforms and marketing automation systems to ensure efficient campaign execution and data integrity
• Collaborating with Marketing, Digital, Product, Sales, and Data teams to deliver integrated customer experiences
• Conducting A/B testing on messaging, creative, offers, and customer journeys to improve campaign performance
• Developing dashboards and reporting frameworks to provide actionable insights to key stakeholders
• Ensuring CRM activities comply with data privacy regulations and industry best practices
• Staying up to date with CRM trends, customer engagement strategies, and marketing technology innovations

Job Experience and Skills Typically Required:

Education:

• Diploma or Degree in Marketing, Business, Communications, Digital Marketing, Commerce, or a related field

Experience:

• Minimum 5+ years' of experience in CRM, Customer Marketing, Lifecycle Marketing, Retention Marketing, or Marketing Automation
• Proven track record of developing and executing successful CRM and customer engagement strategies
• Experience managing customer segmentation, automated journeys, and personalised marketing campaigns
• Experience working with CRM and marketing automation platforms such as Salesforce Marketing Cloud, HubSpot, Braze, Klaviyo, Microsoft Dynamics, Adobe Campaign, or similar platforms
• Experience analysing campaign performance and customer data to drive continuous optimisation and commercial outcomes

Skills:

• Strong knowledge of CRM strategy, customer lifecycle management, segmentation, and personalisation
• Proficiency in CRM platforms, marketing automation tools, and campaign management.
• Strong analytical skills with experience interpreting customer data, campaign performance, and retention metrics
• Understanding of customer journey mapping, audience segmentation, A/B testing, and campaign optimisation
• Excellent communication, stakeholder management, and cross-functional collaboration skills
• Strong attention to detail, project management, and problem-solving abilities.
• Experience with SQL, Power BI, Tableau, Google Analytics, or other reporting and visualisation tools will be advantageous.
• Salesforce, HubSpot, Braze, or other CRM platform certifications will be advantageous.