Growth & Retention Executive

About the role

A fast-growing, Cape Town-based e-commerce business selling premium, veterinarian-formulated pet wellness supplements is looking for a hands-on Growth & Retention Executive. The company operates across Shopify, Takealot and Amazon and is expanding into the United States. The role suits a technically minded, commercially aware person who builds systems, implements automation and improves customer experience. It is permanent and full-time, Monday to Friday 09:00-17:00 SAST, office-based in Paarden Eiland during the 3-month probation, with hybrid working possible afterwards.

Key responsibilities

• Customer support: research and select a support platform, set it up and integrate it with Shopify, and build automated workflows (e.g. Gorgias, Zendesk, Freshdesk).
• WhatsApp marketing: design and run automated WhatsApp funnels, retention and reactivation sequences, segmentation and personalised messaging, and track campaign performance.
• Process automation: find inefficiencies and build automated workflows with Zapier, Make, n8n or similar, integrating customer service, marketing and e-commerce.
• Paid media: support Meta and Google Ads campaigns, review performance and ROI, and help with customer acquisition and retention.
• E-commerce operations: support day-to-day work on Shopify, Takealot and Amazon, assist with marketplace integrations and international expansion, and scale systems for higher order volumes.

Required profile

• About 2-5 years of experience in e-commerce, growth, marketing or customer experience operations.
• Hands-on experience building operational systems or automation workflows.
• Ability to work independently and manage projects from planning to implementation.
• Willingness to work on-site in Paarden Eiland during probation.
• Applicants must be able to share examples of systems, workflows or funnels they have built (screenshots, diagrams, portfolios or short demos).

Required skills

• At least one of: customer support platform implementation, WhatsApp/SMS/email marketing automation, or process automation with Zapier, Make or n8n.
• Working knowledge of Shopify and familiarity with Takealot Seller Portal and/or Amazon Seller Central.
• Understanding of customer retention, CRM workflows and automated communications.
• Exposure to Meta Ads and Google Ads, and ability to read campaign performance.
• Advantageous: Gorgias, Zendesk, Freshdesk, WATI, Respond.io, Klaviyo, Omnisend, Amazon US, D2C brands, pet wellness industry, Excel or Google Sheets, and building integrations.

The first 90 days focus on launching a customer support system, activating WhatsApp retention workflows, setting up an automation roadmap and starting paid media and marketplace support. Candidates apply through the recruiter's application form.