Mr D CRM Lead

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

Think youve 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 and TFS. We like to promote from within: Heres 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 wed 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 Ds 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 Ds 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 Groups 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.

Lets 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 arent 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