What you will be doing:

• Oversee the day-to-day operations of the local CRM team, including line management of a CRM Specialist responsible for the creation and execution of BAU campaigns in the South African market. This includes providing guidance, managing their development, conducting 1:1s, and handling any escalations.
• Own and manage the South Africa BAU calendar and seasonal commercial exclusive campaigns, acting as the delivery lead for commercial and brand campaigns while collaborating with key teams like Marketing, Commercial, and Product.
• Serve as the South Africa SME for CRM, responsible for local BAU content, build, and execution to drive qualified, relevant traffic to our product and marketplace.
• Leverage your strategic mindset to align the South African business strategy with the Global CRM strategy, ensuring alignment on both strategic and local priorities with your line manager and South African leadership team.
• Own key performance targets by attending weekly and monthly trading meetings, tracking customer logins, monthly active users, local NPS, engagement, sendable base, CLTV, and revenue.
• Shape the customer lifecycle experience, analysing, planning, co-creating, and delivering localised content while collaborating with the Global Lifecycle team and the Global Creative Studio.
• Champion the customer’s voice, ensuring their needs and expectations drive discussions, strategic decisions, and business priorities.
• Identify and prioritise opportunities that maximise both user value and key commercial outcomes for the South African market.
• Take a data-first approach, reviewing reporting systems and CRM data daily to proactively drive performance and optimise campaign success.
• Drive a culture of excellence, ensuring all team deliverables meet the highest standards of quality, precision, and impact.
• Use data to fuel decisions, staying ahead of customer behaviour trends and delivering monthly reports that highlight key drivers, opportunities, and risks.
• Continuously challenge and refine ways of working, identifying opportunities to improve efficiency and enhance performance.
• Collaborate cross-functionally with Marketing, Commercial, Product, Data, and Engineering teams to embed CRM as a key driver of business impact.
• Ensure compliance with data governance, security, and POPIA best practices across data storage, processing, and overall handling.

Skills we’d love you to have:

CRM & Growth Experience:

• 4+ years of experience in CRM within a B2C digital business.
• Experience in a Growth-focused role is essential.
• Experience working in financial services (preferred but not essential).
• Hands-on experience with email and push marketing (design, build, and execution) is essential.
• Experience working with customer audiences in a customer engagement platform for segmentation and drip campaigns.
• Experience using Blueshift (preferred but not essential) or other customer engagement platforms like Braze, or marketing clouds such as Salesforce, Adobe, etc.
• Experience in designing and executing test-and-learn campaigns to improve engagement and monetisation KPIs.
• Experience carrying out experiments and sharing results with stakeholders.

Technical & Data Skills:

• Strong analytical and data skills, with a proven ability to turn data into actionable insights that drive performance.
• Comfortable working with large data sets (event-level and batch-loaded tables) to create audiences and drip campaigns.
• Proficient in Excel and confident in reporting on CRM KPIs.
• Basic HTML knowledge for email marketing, with the ability to amend code from templates.
• Experience working with dynamic content and personalisation systems.
• Familiarity with SMS, WhatsApp, and Social Retargeting (useful but not essential).

Mindset & Ways of Working:

• A bias toward action and delivery, you thrive in fast-paced environments, prioritise action over indecision, and drive projects to completion with a focus on results.
• Highly self-motivated and able to effectively manage workload and competing priorities.
• A strategic thinker who can challenge the status quo and drive efficiencies in ways of working.
• Organised and adaptable, capable of multi-tasking in a high-growth, fast-moving environment.

Collaboration & Creativity:

• Exceptional communication and relationship-building skills, with the ability to collaborate across teams and influence senior stakeholders.
• A strong, creative mind, always keeping an eye on industry trends and new ideas.
• A passion for making marketing communications as relevant and impactful as possible, ensuring they communicate our value proposition clearly while maintaining brand integrity.
• Ideally, you care as much as we do about helping people, providing free access to their credit score and helping them gain clarity on their financial situation.