Senior CRM Campaign Specialist Job at OneDayOnly

Responsibilities:

CRM Campaign Management

• Own the build, QA, scheduling and deployment of CRM campaigns across Email, Push Notifications and WhatsApp.
• Own WhatsApp end to end, including its content approach, growth and performance target.
• Set and maintain the build and QA standards the CRM team works to.
• Maintain and optimize the CRM and ESP setup, including templates, triggers and workflows.
• Ensure all campaigns meet brand and quality standards.

Lifecycle Marketing

• Own the day-to-day performance of our automated customer journeys, including: Welcome Series, Browse Abandonment, Cart Abandonment, Post Purchase, Win-back, Re-engagement, Promotional Journeys.
• Make and implement optimisation decisions on live journeys, including timing, triggers, content, audience and suppression logic.
• Build and launch new journeys designed with the CRM Manager, owning the technical setup end to end.
• Identify gaps in the lifecycle programme and make the case for what’s missing.

Segmentation & Personalisation

• Build and maintain customer audiences and behavioural segments, and own the segmentation logic behind the programme.
• Implement dynamic content and personalisation across channels using our Customer Data Platform.
• Own day-to-day data hygiene, consent capture and suppression management across all CRM channels.
• Apply POPIA and direct marketing best practice in every campaign and journey.

Testing & Optimisation

• Own the CRM testing roadmap: what gets tested, in what order, and against which hypothesis.
• Design and run A/B and multivariate tests across CRM campaigns and journeys.
• Use control groups and holdouts so results are reliable and repeatable.
• Continuously optimise subject lines, content, send times, audiences and customer journeys.

Reporting & Insights

• Produce daily and weekly CRM performance reports, with commentary that explains what moved and why.
• Contribute analysis and evidence to the monthly CRM performance pack.
• Identify trends, risks and opportunities to improve engagement and retention.
• Report on owned channels against their agreed targets.

Cross-functional Collaboration

• Work closely with Creative, Brand, Merchandising, Product and Tech (if and when required) teams to deliver successful campaigns.
• Manage campaign briefs and coordinate assets.
• Build strong stakeholder relationships to ensure campaigns are delivered efficiently.

Team & Development

• Mentor and offer insights to the wider CRM team, providing guidance and assistance with day-to-day CRM activities.
• Share knowledge and best practices across CRM platforms, campaign builds, testing and reporting to support the team’s development.
• Provide ongoing support and feedback to help the CRM team grow and work confidently and independently.

Experience and Qualifications:

• Bachelor’s degree in Marketing, Business, Commerce or a related field, or equivalent experience.
• 4–7 years’ experience in CRM, Email Marketing or Marketing Automation, preferably within eCommerce.
• Experience owning a CRM channel or programme end to end, with a performance target attached to it.
• Hands-on experience using CRM platforms such as Bloomreach, Netcore, Klaviyo, Braze, Salesforce Marketing Cloud, Emarsys or similar, including build, automation and reporting.
• Experience designing and running a testing roadmap, not only executing individual tests.
• Strong understanding of customer lifecycle marketing.
• Experience building and optimising automated customer journeys.
• Experience with customer segmentation and personalisation.
• Working knowledge of POPIA as it applies to direct marketing, consent and suppression.
• Strong analytical and problem-solving skills.
• Experience interpreting campaign performance data and making optimisation recommendations.
• Experience leading or coaching a more junior marketer day to day — setting priorities, reviewing work and developing their skills.
• Excellent written and verbal communication skills.
• Highly organised with strong project management skills.
• Advanced Excel / Google Sheets skills.
• SQL knowledge.
• Basic HTML/CSS knowledge for email.
• Experience with GA4, Tableau or Looker Studio.
• Experience with Push Notifications and WhatsApp marketing.
• Familiarity with Asana, Jira and Litmus.