Senior CRM Manager – E‑Commerce

About the role

The Senior CRM Manager will lead the design and execution of end‑to‑end CRM strategies for our e‑commerce business in Cape Town, driving personalised communications and incentive programmes across consumer and business segments. You will own the marketing automation roadmap, manage multi‑channel campaigns and collaborate closely with brand, data and design teams.

Key responsibilities

• Develop and execute end‑to‑end CRM strategies to deliver personalised customer communications and incentive programmes.
• Project‑manage lifecycle campaigns, coordinating with Brand, Data and Design teams.
• Lead marketing automation strategy aligned with transactional, promotional and brand objectives.
• Champion the Braze platform, creating and executing email, push‑notification and WhatsApp campaigns.
• Establish, monitor and improve KPIs for all CRM communications and maintain operational dashboards.
• Act as the CRM and customer‑insights expert, partnering with data‑science, performance‑marketing and product teams.
• Design and launch complex automated journeys using Braze and other MarTech tools.
• Create and document optimisation programmes (A/B, multivariate testing) to continuously improve conversion.

Required profile

• Degree or diploma in Marketing, Business, Advertising or Communication.
• Minimum 5 years of professional experience, including at least 2 years in a CRM management role.
• Proven experience in e‑commerce or digital environments.
• Strong analytical ability to extract insights from multiple data sources.
• Demonstrated record of achieving sales growth through CRM channels.

Required skills

• Braze CRM platform.
• Enterprise CRM solutions such as Salesforce Marketing Cloud, SAP Marketing Cloud or Adobe Marketing Cloud.
• Email, push‑notification and WhatsApp campaign management.
• Marketing automation and lifecycle/1:1 personalisation.
• Data analysis and KPI dashboard creation.
• A/B and multivariate testing methodologies.