- 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.
- 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.
- 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).