CRM Specialist (Ecommerce and Retail)

About the role

Dermalogica South Africa is looking for a data‑driven CRM Specialist to own and optimise customer relationship management across its ecommerce and retail channels. Reporting to the Ecommerce Manager, you will design personalised communications, loyalty initiatives and lifecycle programmes that boost engagement, repeat purchases and customer lifetime value.

Key responsibilities

• Plan, execute and optimise CRM campaigns across email, SMS, loyalty and automated communications, ensuring alignment with brand guidelines.
• Develop and maintain customer lifecycle journeys such as welcome, abandoned‑cart, post‑purchase and VIP programmes.
• Manage the day‑to‑day performance of the loyalty programme, coordinating rewards, communications and performance monitoring.
• Create and maintain audience segments using behavioural, transactional and demographic data to deliver personalised messages.
• Track, analyse and report on campaign metrics (open, click‑through, conversion, revenue, retention) and provide actionable insights.
• Ensure database quality, consent compliance and support data‑cleansing activities.
• Collaborate with ecommerce, retail, brand and global CRM teams to align initiatives and support product launches and seasonal promotions.

Required profile

• Degree or diploma in Marketing, Digital Marketing, Business, Communications or related field.
• 3‑5 years of hands‑on experience in CRM, email marketing, customer retention or marketing automation.
• Proven track record of managing lifecycle, loyalty and retention campaigns from planning through reporting.
• Strong analytical mindset with advanced Excel reporting skills.

Required skills

• Klaviyo, Salesforce Marketing Cloud, Dotdigital, Mailchimp or HubSpot CRM platforms.
• Configuration of CRM workflows, automation journeys and segmentation.
• Advanced Excel for reporting and data analysis.
• Google Analytics 4 and ecommerce reporting dashboards.
• Shopify or similar ecommerce platforms.