CRM Specialist - Cape Town, South Africa - Silvertree Capital (PTY) ltd

Silvertree Capital (PTY) ltd

Verified Company

Cape Town, South Africa

6 days ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

CRM Specialist
Silvertreebrands builds disruptive purpose-driven consumer and digital brands. Our power brands include UCOOK, Faithful to Nature, Pet Heaven.

We focus on building amazing customer experiences that are "Good for you, good for the planet." We trust our employees with full accountability and autonomy from day one.

This unique entrepreneurial and performance-driven culture enables us to achieve executional excellence.

Reports into Group CMO (Chief Marketing Officer)

Line Management Digital Production Specialist

Role Description
Creates, implements and manages innovative and effective CRM programmes and campaigns for Faithful-to-Nature, UCOOK and Pet Heaven to improve customer experience, increase customer retention, purchase frequency, brand engagement and lifetime value

The CRM Specialist drives the creation, implementation, and management of innovative and effective CRM programmes and campaigns for Faithful-to-Nature, UCOOK and Pet Heaven, to improve customer experience and increase customer retention, purchase frequency, brand engagement and lifetime value.

The CRM Specialist works closely with the brand teams and broader business to understand the business requirements, partners and customer segments, and accordingly crafts CRM programmes and campaigns that add value to the various customer segments, the business and our partners.

They are also responsible for the implementation of all CRM communications (campaign and always-on) across the three brands, using CRM automation and tools.

Duties and Responsibilities

Works closely with the brand teams to plan CRM campaigns across all three brands, to achieve business objectives
In collaboration with the brand teams, identifies relevant and actionable customer target segments
Works collaboratively with the brand teams to conceptualise CRM campaigns and alwayson elements (including relevant customer journeys), and develops effective user journeys per customer segment, that increases consumer engagement, encourages lapsed members to reengage, builds our brand and drives business objectives (upselling, crossselling, increasing frequency and basket size)
Implements all CRM campaigns across all three brands:
Works closely with the functional marketing and brand teams to implement the CRM aspects of opportunities with partner brands, e.g. Investec, Vodacom, etc.
Works with the Tech team to manage the daytoday running and maintenance of all personalisation initiatives, databases and CRM tools
Continually innovates and evolves the 3 brands' CRM programmes, to deliver a bestinclass customer experience:
Recommends and implements high-touch personalisation efforts, in collaboration with brand and Product teams
Develops and maintains reporting and analysis (supported by the Silvertree tech and BI teams) to deliver actionable insights to measure programme and campaign performance, and inform future business plans and programme initiatives
Identifies improvements in current tech stack and external new CRM automation tools that can improve the CRM Ux journey for customers, and works with the tech team to implement these
Manages the _Digital Production Specialist_ to deliver on all CRM and web asset requirements

Key KPIs (Key Performance indicators)

Seamless and timeous execution of all CRM campaigns and automations

Skills & Experience
years' relevant experience, with 2+ years' digital CRM experience; experience with loyalty programmes is advantageous

Degree or diploma in Marketing or Advertising
Functional skills
Tech savvy, with indepth technical experience of Active Campaign, Klaviyo, Hubspot or similar CRM tools
Strong technical understanding of CRM automations, tracking and reporting
Customer obsessed loves thinking up fresh touches to surprise and delight
Strong technical, creative and analytical approach to solving problems
Interacts professionally and effectively through verbal and written communication
Highly organised
Attention to detail
Soft skills
Analytical
Builds strong relationships
Accountability
Shows initiative
Ability to adapt quickly to rapidly changing business conditions