About the Role

• Are you passionate about customer relationships and data-driven marketing? Do you thrive in a fast-paced environment where customer engagement and retention are key to success? If so, we have the perfect opportunity for you!
• We’re looking for a CRM & Direct Marketing Manager to take ownership of our customer engagement strategy. In this role, you will design, execute, and optimize campaigns that drive customer retention, loyalty, and lifetime value. You will leverage data insights to create targeted, personalized marketing initiatives across multiple channels, ensuring Mukuru remains top-of-mind for our customers.
• Reporting to the HOD of Customer Experience, your key focus areas will include, but not limited to:
• Responsible for customer relations of direct marketing campaigns across all direct channels
• Sound knowledge of customers segmentation and how to apply this to a customer growth strategy
• Responsible to manage campaign performance, and advise business on performance and any refinement that need to be made
• Assigning customer target files to deals and creative together for personalised customer experience
• Design and implement quality assurance on all work
• Manage the customer direct marketing calendar to ensure good customer engagement and avoid opt outs
• Liaise with business stakeholders on upcoming brand campaigns and ensure that customer communication is plotted in the marketing calendar
• Responsible for the set up and reporting of customer surveys
• Report on campaign objectives laid out in the brief
• Guide business stakeholders on processes and best practices to understand customers behaviour and engagement through communication
• Define documentation and road maps for Direct business processes, A/B tests and promotions that succeed through direct communications.
• Managing trigger campaigns throughout the customer lifecycle to maximise sales.
• A/B Testing on various campaigns to establish the most effective way to drive customer conversion against the objective
• Ensuring campaigns comply with current best practice and legal compliance
• Identify target audience and opportunities to grow our direct marketing lists

Requirements:

• Degree or relevant marketing qualification
• Minimum of 5-8 years’ experience in a CRM role
• Must have worked for an online transactional business, with a strong digital presence
• Experience working on or developing customer lifecycle programmes
• Experience with triggered communication and complex segmentation
• Experience with CRM tools and content management systems
• Advanced experience with MS Office tools and G-suite Google Docs
• Strong understanding of data management and governance
• Strong interpersonal skills and ability to work within cross-functional teams
• Extremely detail orientated, whilst being able to see the big picture and how pieces across the organisation fit together
• Must be agile and able to change direction quickly