Senior CRM Campaign Specialist

Talented Recruitment Specialists; Cape Town; On-site; ZAR 550,000 - 900,000; Full time

Job summary

Talented Recruitment Specialists, a well-established South African online retailer, seeks a proactive Senior CRM Campaign Specialist to own lifecycle marketing across Email, Push and WhatsApp. You’ll partner with the CRM Manager to translate strategy into live campaigns, manage journeys and segmentation, and guide the CRM Coordinator.

You’ll drive testing roadmaps, optimise content and timing, and ensure data hygiene and POPIA compliance across channels, while collaborating with Creative, Brand

Qualifications

• Bachelor's degree in Marketing, Business, Commerce or a related field.
• 4-7 years' experience in CRM, Email Marketing or Marketing Automation, preferably within eCommerce.
• Experience owning a CRM channel or programme end-to-end, with a performance target attached to it.
• Hands-on experience using CRM platforms such as Bloomreach, Netcore, Klaviyo, Braze, Salesforce Marketing Cloud, Emarsys or similar, including build, automation and reporting.
• Experience designing and running a testing roadmap, not only executing individual tests.
• Strong understanding of customer lifecycle marketing.
• Experience building and optimising automated customer journeys.
• Experience with customer segmentation and personalisation.
• Working knowledge of POPIA as it applies to direct marketing, consent and suppression.
• Strong analytical and problem-solving skills.
• Experience interpreting campaign performance data and making optimisation recommendations.
• Experience leading or coaching a more junior marketer day-to-day - setting priorities, reviewing work and developing their skills.
• Excellent written and verbal communication skills.
• Highly organised with strong project management skills.
• Advanced Excel / Google Sheets skills.
• SQL knowledge.
• Basic HTML/CSS knowledge for email.
• Experience with GA4, Tableau or Looker Studio.
• Experience with Push Notifications and WhatsApp marketing.
• Familiarity with Asana, Jira and Litmus.

Responsibilities

• Own the build, QA, scheduling and deployment of CRM campaigns across Email, Push Notifications and WhatsApp.
• Own WhatsApp end-to-end, including its content approach, growth and performance target.
• Set and maintain the build and QA standards the CRM team works to.
• Maintain and optimize the CRM and ESP setup, including templates, triggers and workflows.
• Ensure all campaigns meet brand and quality standards.
• Own the day-to-day performance of automated customer journeys; Welcome Series, Browse Abandonment, Cart Abandonment, Post Purchase, Win-back, Re-engagement, Promotional Journeys.
• Make and implement optimisation decisions on live journeys, including timing, triggers, content, audience and suppression logic.
• Build and launch new journeys designed with the CRM Manager, owning the technical setup end to end.
• Identify gaps in the lifecycle programme and make the case for what’s missing.
• Build and maintain customer audiences and behavioural segments, and own the segmentation logic behind the programme.
• Implement dynamic content and personalisation across channels using our CDP.
• Own day-to-day data hygiene, consent capture and suppression management across all CRM channels.
• Apply POPIA and direct marketing best practice in every campaign and journey.
• Own the CRM testing roadmap: what gets tested, in what order, and against which hypothesis.
• Design and run A/B and multivariate tests across CRM campaigns and journeys.
• Use control groups and holdouts so results are reliable and repeatable.
• Continuously optimise subject lines, content, send times, audiences and customer journeys.

Skills

CRM platforms

Email marketing

SQL

Excel / Google Sheets

HTML/CSS for email

GA4 / Looker Studio

Push & WhatsApp marketing

Education

Bachelor's degree in Marketing/Business/Commerce

Tools

Bloomreach

Netcore

Klaviyo

Braze

Salesforce Marketing Cloud

Emarsys

Job description

A well-established South African online retailer is looking for a proactive, analytical and technically strong Senior CRM Campaign Specialist to join the Marketing team. Working closely with the CRM Manager, you'll own the day-to-day running of lifecycle marketing across Email, Push Notifications, WhatsApp and other CRM channels.

We're looking for someone who thinks proactively, identifies opportunities for optimisation and is passionate about delivering personalised customer experiences that drive engagement, retention and revenue. You'll partner with the CRM Manager to turn the CRM strategy into what actually ships, owning the campaigns, the live customer journeys, the segmentation logic behind them, and the testing roadmap that decides what we try next. You'll also lead the CRM Coordinator day-to-day, setting their priorities and helping them grow.

Responsibilities:

CRM Campaign Management:

• Own the build, QA, scheduling and deployment of CRM campaigns across Email, Push Notifications and WhatsApp.
• Own WhatsApp end-to-end, including its content approach, growth and performance target.
• Set and maintain the build and QA standards the CRM team works to.
• Maintain and optimize the CRM and ESP setup, including templates, triggers and workflows.
• Ensure all campaigns meet brand and quality standards.

Lifecycle Marketing:

• Own the day-to-day performance of our automated customer journeys, including: Welcome Series, Browse Abandonment, Cart Abandonment, Post Purchase, Win-back, Re-engagement, Promotional Journeys.
• Make and implement optimisation decisions on live journeys, including timing, triggers, content, audience and suppression logic.
• Build and launch new journeys designed with the CRM Manager, owning the technical setup end to end.
• Identify gaps in the lifecycle programme and make the case for what’s missing.
• Build and maintain customer audiences and behavioural segments, and own the segmentation logic behind the programme.
• Implement dynamic content and personalisation across channels using our Customer Data Platform.
• Own day-to-day data hygiene, consent capture and suppression management across all CRM channels.
• Apply POPIA and direct marketing best practice in every campaign and journey.
• Own the CRM testing roadmap: what gets tested, in what order, and against which hypothesis.
• Design and run A/B and multivariate tests across CRM campaigns and journeys.
• Use control groups and holdouts so results are reliable and repeatable.
• Continuously optimise subject lines, content, send times, audiences and customer journeys.

Reporting & Insights:

• Produce daily and weekly CRM performance reports, with commentary that explains what moved and why.
• Contribute analysis and evidence to the monthly CRM performance pack.
• Identify trends, risks and opportunities to improve engagement and retention.
• Report on owned channels against their agreed targets.

Cross-functional Collaboration:

• Work closely with Creative, Brand, Merchandising, Product and Tech (if and when required) teams to deliver successful campaigns.
• Manage campaign briefs and coordinate assets.
• Build strong stakeholder relationships to ensure campaigns are delivered efficiently.

Team & Development:

• Mentor the CRM Coordinator day-to-day; set their priorities, allocate work and review their output against agreed quality standards.
• Coach and develop the CRM Coordinator, building their platform, testing and reporting skills.
• Lead the CRM team’s build, QA and process documentation so standards hold as the team grows.
• Provide input to the CRM Manager on the Coordinator’s performance, progress and development goals.

Experience and Qualifications:

• Bachelor's degree in Marketing, Business, Commerce or a related field, or equivalent experience.
• 4-7 years' experience in CRM, Email Marketing or Marketing Automation, preferably within eCommerce.
• Experience owning a CRM channel or programme end-to-end, with a performance target attached to it.
• Hands-on experience using CRM platforms such as Bloomreach, Netcore, Klaviyo, Braze, Salesforce Marketing Cloud, Emarsys or similar, including build, automation and reporting.
• Experience designing and running a testing roadmap, not only executing individual tests.
• Strong understanding of customer lifecycle marketing.
• Experience building and optimising automated customer journeys.
• Experience with customer segmentation and personalisation.
• Working knowledge of POPIA as it applies to direct marketing, consent and suppression.
• Strong analytical and problem-solving skills.
• Experience interpreting campaign performance data and making optimisation recommendations.
• Experience leading or coaching a more junior marketer day-to-day - setting priorities, reviewing work and developing their skills.
• Excellent written and verbal communication skills.
• Highly organised with strong project management skills.
• Advanced Excel / Google Sheets skills.
• SQL knowledge.
• Basic HTML/CSS knowledge for email.
• Experience with GA4, Tableau or Looker Studio.
• Experience with Push Notifications and WhatsApp marketing.
• Familiarity with Asana, Jira and Litmus.

IMPORTANT NOTICE

By applying to this advert you hereby acknowledge that you have read and accept the following Protection of Personal Information ACT (POPIA) disclaimer:

I hereby consent for Talented Recruitment to process my personal information as part of the recruitment process. Talented Recruitment shall take all reasonable measures to protect the personal information of applicants and for the purpose of this disclaimer "personal information" shall be defined as detailed in the Protection of Personal Information Act, Act 4 of 2013 ("POPIA").