CRM and Direct Marketing Manager at Mukuru

About the Role

• Are you passionate about customer relationships and data-driven marketing?
• Do you thrive in a fast-paced environment where customer engagement and retention are key to success?
• If so, we have the perfect opportunity for you!
• We’re looking for a CRM & Direct Marketing Manager to take ownership of our customer engagement strategy.
• In this role, you will design, execute, and optimize campaigns that drive customer retention, loyalty, and lifetime value.
• You will leverage data insights to create targeted, personalized marketing initiatives across multiple channels, ensuring Mukuru remains top-of-mind for our customers.

Reporting to the HOD of Customer Experience, your key focus areas will include, but not limited to:

• Responsible for customer relations of direct marketing campaigns across all direct channels
• Sound knowledge of customers segmentation and how to apply this to a customer growth strategy
• Responsible to manage campaign performance, and advise business on performance and any refinement that need to be made
• Assigning customer target files to deals and creative together for personalised customer experience
• Design and implement quality assurance on all work
• Manage the customer direct marketing calendar to ensure good customer engagement and avoid opt outs
• Liaise with business stakeholders on upcoming brand campaigns and ensure that customer communication is plotted in the marketing calendar
• Responsible for the set up and reporting of customer surveys
• Report on campaign objectives laid out in the brief
• Guide business stakeholders on processes and best practices to understand customers behaviour and engagement through communication
• Define documentation and road maps for Direct business processes, A/B tests and promotions that succeed through direct communications.
• Managing trigger campaigns throughout the customer lifecycle to maximise sales.
• A/B Testing on various campaigns to establish the most effective way to drive customer conversion against the objective
• Ensuring campaigns comply with current best practice and legal compliance
• Identify target audience and opportunities to grow our direct marketing lists

Requirements:

• Degree or relevant marketing qualification
• Minimum of 5-8 years' experience in a CRM role
• Must have worked for an online transactional business, with a strong digital presence
• Experience working on or developing customer lifecycle programmes
• Experience with triggered communication and complex segmentation
• Experience with CRM tools and content management systems
• Advanced experience with MS Office tools and G-suite Google Docs
• Strong understanding of data management and governance
• Strong interpersonal skills and ability to work within cross-functional teams
• Extremely detail orientated, whilst being able to see the big picture and how pieces across the organisation fit together
• Must be agile and able to change direction quickly