Customer Data & Retention Lead

Black Pen Recruitment; Cape Town; Hybrid; ZAR 600,000 - 820,000; Full time

Job summary

Black Pen Recruitment is seeking a Data & Retention Manager in Cape Town to lead customer data strategy, analytics, and pricing metrics across brands. You will own CRM automation end-to-end, manage email deployments, and drive data-informed decisions with the Head of Marketing and Head of Commercial.

You'll coordinate CRM agency activities, build lifelong value models, and shape audience segments while leveraging AI tools to forecast outcomes and improve retention.

Qualifications

• 4+ years in data analytics, customer analytics or marketing analytics role.
• Expert knowledge of customer lifecycle, retention and segmentation.
• Strong experience with analytics tools and building dashboards.
• Expert knowledge of email platforms and automation workflows.
• Comfortable with SQL or similar data query languages.
• Experience managing CRM or marketing automation platforms.
• Demonstrable experience using AI tools in analytics and business intelligence.

Responsibilities

• Customer data strategy - Develop and execute customer data strategy across all brands - Own customer segmentation and audience definitions - Build and maintain LTV models and cohort analysis - Manage customer attribution and journey tracking - Report on customer metrics and insights.
• Pricing and margin analytics - Model margin by product, brand and customer segment - Conduct price elasticity analysis and promotional margin impact assessment - Feed pricing insight to Head of Commercial as standing data review agenda item - Provide analytical foundation for pricing decisions (Head of Commercial owns decisions).
• Data review ownership - Own and chair the regular data review meeting - Set agenda and present insight including pricing and margin analytics - Present customer insights and performance data - Drive actions and decisions from data insights - Attendees: Head of Marketing, Head of Commercial, Brand Leads as decision-makers.
• Reporting and dashboards - Build and maintain consolidated reporting dashboard across all channels - Create brand-level and corporate dashboards - Manage data connections and refresh schedules - Provide ad hoc reporting and analysis as needed.
• Email send calendar - Maintain master email send calendar as visibility tool - Ensure all Brand Lead campaign sends are visible to prevent audience fatigue - Monitor send calendar to identify opportunities and conflicts - Deploy all sends once Brand Lead authorisation is confirmed.
• Campaign email management - Receive campaign email authorisation from Brand Leads - Handle email segmentation and CRM agency briefing - Deploy campaign emails on authorisation.
• B2B email management - Receive B2B email authorisation from PR & Communications - Handle B2B email segmentation and deployment - Deploy on authorisation.
• Marketing automation - Own all automation strategy and execution end-to-end - Manage welcome series, post-purchase, re-engagement, win-back, loyalty, browse abandonment and other automations - Conduct lifecycle reviews with each Brand Lead to align flows with brand positioning- Manage CRM agency relationships on automation builds - Test and optimise automations continuously.
• CRM agency management - Be sole point of contact for CRM agency - Brief CRM agency on automation builds and email deliverables - Manage creative feedback and approvals - Coordinate timelines and deliverables.

Skills

Data analytics

Customer analytics

Marketing analytics

Lifecycle marketing

Segmentation

Dashboard analytics

Email platforms

Automation workflows

SQL

CRM management

AI in analytics

Communication

Project management

Education

Degree in mathematics, computer science, business analytics

Tools

SQL

CRM platforms

Marketing automation

BI tools/Looker/Power BI

Job description

Black Pen Recruitment is seeking a Data & Retention Manager in Cape Town to lead customer data strategy, analytics, and pricing metrics across brands. You will own CRM automation end-to-end, manage email deployments, and drive data-informed decisions with the Head of Marketing and Head of Commercial.

You'll coordinate CRM agency activities, build lifelong value models, and shape audience segments while leveraging AI tools to forecast outcomes and improve retention.