Braze Technical Specialist at Virgin Active South Africa

Your Purpose...

• Is to “change people’s lives for the better through wellness”;
• We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
• Design, build and improve operational CRM and MarTech solutions that support Virgin Active territories with complex member engagement requirements.
• Apply hands-on Braze, data, integration and journey design expertise to translate business needs into executable, compliant and scalable CRM solutions.
• Support the Group MarTech Manager by delivering high-quality technical execution, improving operational processes and identifying practical innovations that can be reused across territories.

Your Duties and Responsibilities...

CRM Solution Design and Build

• Consult with territory, Product, Data, IT and Marketing stakeholders to understand member engagement needs and translate them into CRM solution designs.
• Design and build complex Braze journeys, segments, canvases, campaigns and triggered communications across email, SMS, WhatsApp, push and in-app channels.
• Create and maintain technical design specifications, journey maps, data requirements and operational documentation for assigned initiatives.
• Ensure designs follow global MarTech standards, naming conventions, contact policies, data privacy requirements and QA protocols.

Data, Integration and Personalisation Support

• Define operational data requirements, segmentation rules and trigger logic needed to deliver targeted and personalised member communications.
• Work with Data and Integration Engineers to troubleshoot data flows, API issues, event tracking and audience availability in Braze.
• Apply personalisation, dynamic content and audience selection logic to improve relevance and consistency across member journeys.
• Monitor data and platform issues affecting campaign execution, reporting or member experience and coordinate resolution.

Execution, QA and Optimisation

• Build, test, launch, monitor and optimise CRM programmes and campaigns in line with agreed delivery plans and release governance.
• Conduct QA on journeys, content assets, links, data selections, triggers, suppression rules and tracking before deployment.
• Analyse campaign and journey performance and recommend improvements to messaging, timing, segmentation and channel mix.
• Maintain a clear view of live journeys and their dependencies to support a coherent member conversation across territories.

Innovation and Team Support

• Identify opportunities to simplify processes, automate manual work and reuse templates or components across markets.
• Support proofs of concept for new Braze features, channels, integrations and personalisation use cases.
• Coach the CRM Solution Architect I on platform usage, journey build standards and technical troubleshooting.
• Contribute to Communities of Practice and Centre of Excellence activities led by the Global MarTech Manager.

Our Minimum Requirements...

We can’t live without…

• 5+ years technical CRM, marketing automation or MarTech experience in a member, customer or client relationship environment.
• 3+ years hands-on experience with Braze or a comparable platform such as Salesforce Marketing Cloud.
• Experience translating requirements into journey maps, solution designs, campaign builds and data selections.
• Experience working cross-functionally in an Agile or iterative delivery environment.
• Relevant tertiary qualification or certification in Marketing Technology, CRM, Information Technology, Data, Digital Marketing or equivalent experience.
• Braze certification or comparable customer engagement platform certification is advantageous.
• Braze or comparable CRM platform configuration, journey orchestration and reporting.
• CRM data models, segmentation, triggers, APIs, data feeds and system integration concepts.
• Omnichannel engagement channels including email, app, SMS, WhatsApp and in-app messaging.
• Campaign QA, release management, consent, compliance and data protection principles.
• Member lifecycle, engagement, retention and journey mapping practices.

Core Interpersonal Skills:

• Emotional Intelligence- proven ability to anticipate the needs of others before they are voiced
• Active Listening- Able to genuinely hear concerns with the ability to defuse tense situations and ensuring members and staff feel heard and valued
• Cultural Awareness and Fluency- understand international norms, etiquette and diverse backgrounds to provide a welcoming environment for our international and VIP members
• Empathy – be able to understand, or and be aware of, someone else’s feelings especially during stressful situations, such as travel delays or billing disputes

Operational & leadership Skills Required:

• Attention to Detail, noticing the small things
• Resilience and Composure, be able to remain calm and optimistic under extreme pressure, during peak or periods or system failures
• Problem solving and conflict resolution – be able to turn challenges into opportunities by thinking and acting quickly to resolve issues before they impact a member’s experience
• Adaptability: be flexible to handle unpredictable shifts in processers, resource changes, last minute VIP guest arrivals, or sudden changes in event plans.
• Relatability – the capacity to connect with diverse stakeholders across all backgrounds
• Situational Awareness – constantly monitoring the environment to identify members who need support or help
• Curiosity- the ability to seek out and transform standard transactions into personalised stories and memorable experiences
• Time Management – the ability to efficiently meet stringent deadlines while maintaining a relaxed and unhurried demeanor for guests.
• Digital Fluency – must be proficient in new age technology and systems

Closing Date 10 October 2026