Senior CRM Manager

Location: Cape Town Working Model: On-site / Hybrid Reports to: Head of Growth

A leading digital organisation is seeking a Senior CRM Manager to develop and execute personalised customer lifecycle strategies across consumer and business segments.

The successful candidate will manage end-to-end CRM campaigns, incentive programmes and marketing automation across email, push notifications and WhatsApp.

The role requires a technically capable and commercially focused CRM specialist who can use customer insights to improve conversion, engagement, order frequency and sales.

• Develop and execute end-to-end CRM strategies.

• Manage personalised customer communications.

• Develop incentive programmes across customer segments.

• Project-manage lifecycle initiatives and campaigns.

• Align CRM activity with business and brand goals.

• Lead transactional, promotional and brand automation strategies.

• Act as the internal CRM platform expert.

• Build automated journeys using customer data.

• Manage the full creation and execution of CRM campaigns.

• Drive email, push notification and WhatsApp activity.

• Establish and monitor CRM KPIs.

• Develop campaign and customer-performance dashboards.

• Track first-time customer and order-related performance.

• Create formal A/B and multivariate testing programmes.

• Use testing and data insights to improve campaign conversion.

• Analyse customer behaviour and segmentation.

• Translate data into actionable CRM strategies.

• Identify opportunities to improve personalisation.

• Support sales and order growth through CRM channels.

• Work with Data Science, Brand, Product and Design teams.

• Partner with Performance Marketing, Operations and Sales.

• Coordinate joint CRM campaigns across business units.

• Ensure campaigns support the core brand proposition.

• Degree or diploma in Marketing, Business, Advertising or Communication.

• At least five years’ marketing or communications experience.

• At least two years’ CRM management experience.

• eCommerce or digital-company experience.

• Enterprise CRM platform experience.

• Hands-on experience with email, push and WhatsApp campaigns.

• Strong lifecycle and personalisation experience.

• Strong analytical and numerical ability.

• Experience developing testing and optimisation programmes.

• Proven record of growing sales through CRM channels.

• Strong written English and attention to detail.

• Braze experience.

• Salesforce Marketing Cloud experience.

• Adobe or SAP Marketing Cloud experience.

• Experience developing operational CRM dashboards.

• Experience in a high-growth or start-up environment.

• Commercially focused.

• Highly analytical.

• Strong project-management ability.

• Technically confident.

• Detail-oriented.

• Energetic and adaptable.

• Strong interpersonal skills.

• Solutions-focused.

• Comfortable in a fast-paced environment.