Re-advertised Specialist CRM Process & Systems

Daimler Trucks North America LLC; Pretoria; On-site; ZAR 700,000 - 950,000; Full time

Job summary

Mercedes-Benz South Africa Ltd is seeking a Specialist CRM Process & Systems professional to manage customer communications and the Salesforce ecosystem across MBSA brands. The role focuses on customer acquisition and retention, data governance, and driving digital transformation within a compliant framework.

Responsibilities include leading CRM development, data integrity, campaign data handling and end-to-end project governance, while aligning with security standards and regulatory

Qualifications

• Experience in configuring and governing CRM platforms to support customer campaigns.
• Knowledge of data governance, privacy and compliance (POPIA) within marketing and sales contexts.
• Ability to translate business needs into CRM and data processes with stakeholder collaboration.

Responsibilities

• Lead CRM system development and optimization for customer communication.
• Govern data flow and data quality across Salesforce and related systems.
• Define and implement contact strategies and campaign data extraction.
• Ensure compliance with POPIA, security standards and data governance policies.

Skills

CRM systems

Data governance

Stakeholder management

Project coordination

Education

ND Marketing Communications

Tools

Salesforce

Job description

Job Description - Re-advertised Specialist CRM Process & Systems (MER000475R)

Re-advertised Specialist CRM Process & Systems Group : Mercedes-Benz Group AG

Description

Position Overview

To manage, optimise and govern MBSA's customer communication, CRM, lead management and Salesforce ecosystem across Mercedes-Benz Cars, Customer Services and Vans. The role is responsible for enabling customer acquisition, lead conversion and retention, supporting the Business Development Centre (BDC) and sales operations, driving digital transformation initiatives, and ensuring compliance with regulatory and data governance requirements to deliver an exceptional customer experience.

Main Tasks

System development and enhancement projects, contact strategy Implementation:

• Provide input and support to IT to develop CRM and customer experience systems such as Salesforce and STS.
• Provide requirements for new developments as well as documentation in terms of all processes. Troubleshoot requirements and solutions with IT. Provide regular feedback on progress of projects. Follow up and escape any potential areas of concern or optimisation.
• Ensure optimal data flow and accuracy through all relevant systems. Perform Testing, Analysis and implementation.
• Be a responsible custodian and business owner of Salesforce.
• Support, consult, advise on data governance topics and be able to implement solutions and contact strategies for the MBSA marketing team.
• End-to-end project management and documentation.
• Project plans and expectations must be clearly communicated.
• Ensure maximum visibility and uptime of relevant platforms/Monitor, analyse, maintain and optimise relevant platforms.
• Ensure efficient and effective processes (automation and innovation) Work in an agile and responsive manner and align with team sprints.
• Ensure compliance to Mercedes-Benz security, IT standards and POPI Act
• PoPIA and Compliance custodian for Marketing and Sales. Perform all PoPIA & Compliance related tasks. Ensure all Marketing and Sales staff are informed of PoPIA and Compliance Standards and data protection standards

CRM

• Segment/Extract data for campaigns.
• Load and create campaigns for email and sms and send out communication to customers in a timeous fashion as per deadlines.
• Report on campaign-based results
• Supporting the Big Data Management strategy and ecosystem to support the collection, cleansing and analytics of big data in order to market and drive the sales and aftersales objectives of the business within a digital ecosystem while still maintaining supporting existing CRM.
• Sales Force Data Management systems with IT.
• Develop, implement document all data interface strategies to optimise and maintain MBSA goal for single view of the customer.
• Manage the data mining processes to gain valuable insights, predict future trends and activities, and create new business opportunities.
• Optimise marketing, segmentation and targeting, sales and pricing processes with intelligence and innovation

Data Governance

• Develop and implement data standards on CRM systems.
• Act as departmental gatekeeper in terms of POPI.
• Serve as the MB PC point of contact for data sharing.
• Support the business with all documentation approvals required for data sharing (IT, compliance, legal, MBAG) and system implementation.
• Create and maintain an easy process for business to share data securely. Ensure that data input (both structured and unstructured from various input systems) is accurate and that the structure and movement of data is documented and easily accessible.
• Includes DATA STEWARD ROLE on Salesforce as well as data cleaning routes and executions

Experience

• 3-5 years relevant experience

Qualifications

• ND Marketing Communications or related

Equal Opportunity Statement

Mercedes-Benz Southern Africa is proud to be an equal opportunity Employer. All qualified applicants will be considered, however the following will apply

• Foreign nationals must qualify for a work visa/permit as per the provisions of the Immigration Act 13, 2002.
• Division’s Employment Equity Plan in terms of the Employment Equity Act, No 58, 1998.
• Code of good practice on the employment of people with disabilities.

Closing date is: 12 August 2026

Organization

Mercedes-Benz South Africa Ltd

Primary Location

South Africa-Gauteng-Pretoria

Work Locations

210 Aramist Avenue 210 Aramist Avenue, Waterkloof Glen Zwartkop, P.O Box 10829 Pretoria 0010