Mr D - CRM Lead

takealot.com; Cape Town; On-site; ZAR 600,000 - 800,000; Full time

Benefits offered by this job

Market-related salary

Flexible working environment

Online learning opportunities

Social events

Birthday leave

Confidential support services

Free parking

Job summary

A leading online retailer in Cape Town is seeking a CRM Lead to drive customer engagement and retention through data-driven strategies. In this pivotal role, you'll lead a team to execute CRM initiatives, ensuring effective communication across product offerings. Ideal candidates have over 5 years of experience in CRM roles and a strong analytical mindset. This position offers flexibility and a market-related Total Remuneration Package, promoting personal and professional growth within a collaborative environment.

Qualifications

• 5+ years of experience in CRM or lifecycle marketing roles.
• 2+ years of experience managing multiple direct reports.
• Experience executing multi-channel CRM campaigns.

Responsibilities

• Develop and execute CRM strategies for Mr D.
• Lead a team of CRM professionals.
• Manage customer-centric communication strategies.

Skills

Analytical mindset

Communication skills

Technical aptitude

Creative thinking

Problem-solving skills

Organizational skills

Retail marketing knowledge

Advanced MS Excel

Education

Tertiary qualification

Tools

Braze

Salesforce

Job description

Mr D, a division of the Takealot Group, is looking for a highly talented CRM Lead to join our team in Cape Town.

Think you've been challenged before? Think again!

• Scale: Show the millions of Mr D customers what you can do
• Learn: We work with the best of the best, and then some.
• Grow: Expand your career in the fast-growing Takealot Group: Mr D, Takealot.com, and TFS. We like to promote from within: Here’s your chance.

Why Join Mr D?

At Mr D, we are passionate about delivering exceptional customer experiences through innovation and data-driven strategies. As the CRM Lead/Head of CRM, you will play a critical role in shaping how we engage with our customers, driving growth, and building long-term loyalty. If you thrive in a fast-paced, collaborative environment and are excited about the opportunity to lead a high-performing team, we’d love to hear from you!

About the role

The CRM Lead role is pivotal in driving customer engagement, retention, and lifetime value through innovative and data-driven CRM strategies. Reporting to the Head of Customer Growth, you will lead a team of CRM professionals and collaborate across multiple business units to deliver personalised, scalable, and impactful customer lifecycle marketing initiatives.

Your responsibilities will include

CRM Strategy Development & Execution

• Develop and execute Mr D's 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.

Team Leadership

• Provide functional and disciplinary leadership to the CRM team, including direct reports and their teams.
• Ensure clear ownership across lifecycle strategy, execution, and optimisation.

Customer-Centric Communication

• Manage the complexities of communicating to customers about multiple product offerings (restaurants, groceries, and other on-demand services).
• Ensure relevance, prioritisation, and customer-centric sequencing in all communications.

Collaboration Across Teams

• Work closely with Product, Data, Engineering, Marketing, and Merchandising teams to align CRM strategies with business priorities.
• Partner with divisions across the Takealot Group ecosystem to design and execute joint CRM initiatives.

Marketing Automation & Technology

• Lead Mr D's 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.

Performance Measurement & Optimisation

• 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).

Customer Insights & Lifecycle Strategies

• 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.

Subscription Programme Integration

• Drive awareness, adoption, and retention of the Takealot Group’s subscription programme, TakealotMORE, embedding it across relevant lifecycle touchpoints.

Skills & Attributes required

• Highly analytical and data-driven, with the ability to operate both strategically and hands-on in a fast-paced, high-growth environment.
• Confident and credible communicator with extensive experience presenting to Senior Management and Executives.
• Strong technical aptitude with a deep understanding of enterprise-level CRM and marketing automation platforms (e.g., Braze, Salesforce), customer insights tools, and statistical analysis techniques.
• Creative and commercially minded, with the ability to design and orchestrate multiple concurrent campaigns across diverse customer segments and business units.
• Strong problem-solving mindset with a pragmatic, solutions-oriented approach.
• Highly organised, detail-oriented, and comfortable managing complexity and tight delivery timelines.
• Solid background in Marketing Insights, Retail, and/or eCommerce marketing.
• Advanced MS Excel proficiency required.

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.).
• A relevant tertiary qualification.
• Experience working with large, diverse consumer bases at scale.
• Hands-on experience with CRM and MarTech platforms in complex environments.

Let’s talk about life @ Mr D

• The power is in your hands: We offer a market-related, Total Remuneration Package which allows full flexibility according to your needs. Go on, be the master of your own destiny.
• No doors: We aren’t fans of stuffy offices or siloed work environments. See someone you like? High five, collab and make something great.
• Online Learning: Share ideas and grow with global industry leaders who are all just a Slack message away. Love to learn? Up-skill with free access to courses on Prosus Academy and more.
• Good times: Get to know the other extraordinary minds in the Takealot group during regular social events and out-of-office activities (think hikes, think mini golf, think good times).
• Birthday leave: Cake Day all the way. Enjoy your day off - you deserve it.
• Help when you need it most: Confidential counselling, legal support and financial guidance, for free, anytime, anywhere.
• Free parking: No more 5km fun runs to your desk (unless you want to).

Like what you see?

If you meet the above you are an Extraordinary Mind. Apply today!!

Mr D is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.