CRM Specialist (Ecommerce and Retail) at Dermalogica

Job Description

• Dermalogica South Africa is seeking a customer-focused and data-driven CRM Specialist to take ownership of customer relationship management activity across ecommerce and retail channels, ensuring CRM platforms, customer data, lifecycle journeys and retention initiatives are effectively managed and optimised.
• Reporting to the Ecommerce Manager, the CRM Specialist will be responsible for implementing and optimising personalised customer communications, loyalty initiatives, customer lifecycle programmes, segmentation strategies and retention activity that drive customer engagement, repeat purchase behaviour and lifetime value.
• Success in this role will be measured through customer retention, repeat purchase rate, customer lifetime value, loyalty programme performance, CRM-driven revenue contribution, database health and campaign effectiveness.

KEY ROLES AND RESPONSIBILITIES

CRM Campaign Management

• Plan, execute and optimise CRM campaigns across email marketing, SMS marketing, loyalty communications, customer lifecycle journeys and automated customer communications.
• Build, deploy and quality-check customer communications according to the CRM calendar.
• Ensure all communications align with Dermalogica’s brand guidelines and customer strategy.
• Coordinate campaign assets and approvals with internal and external stakeholders.
• Monitor campaign performance, identify optimisation opportunities and implement continuous improvements.

Customer Lifecycle Marketing

• Develop, maintain and optimise customer lifecycle programmes, including welcome journeys, first-purchase journeys, abandoned cart programmes, post-purchase communications, re-engagement campaigns and VIP customer programmes.
• Identify opportunities to increase customer retention, repeat purchases and long-term customer value.
• Ensure customers receive relevant communications at key stages of their journey.

Loyalty Programme Management

• Manage the day-to-day performance, communication and optimisation of Dermalogica’s loyalty programme.
• Monitor customer participation, engagement and programme performance.
• Coordinate loyalty campaigns, rewards and customer communications.
• Identify opportunities to improve customer loyalty and long-term engagement.
• Assist in implementing global loyalty initiatives within the local market.

Customer Segmentation & Personalisation

• Develop and maintain customer audience segments using behavioural, transactional and demographic data.
• Support customer profiling and audience development initiatives.
• Implement personalised communication strategies to improve engagement and conversion.
• Ensure customer communications are relevant to customer interests and purchasing behaviour.

CRM Reporting & Analytics

• Track, analyse and report on CRM campaign performance, including open rates, click-through rates, conversion rates, revenue contribution, retention rates, database health and loyalty metrics.
• Produce weekly and monthly CRM performance reports.
• Develop actionable insights to improve campaign effectiveness and customer engagement.
• Monitor customer trends and provide recommendations to support business growth.

Ecommerce, B2B & Retail CRM Support

• Collaborate with Ecommerce, Retail and Marketing teams to align CRM activity with key business priorities.
• Support product launches, promotional campaigns and seasonal activity through CRM channels.
• Ensure CRM campaigns support both online and retail customer acquisition and retention objectives.
• Assist in driving customer engagement across ecommerce and retail touchpoints.

Customer Data Management

• Own customer database quality and data integrity, ensuring customer information is accurate, current and fit for segmentation and reporting.
• Ensure customer records, opt-ins and consent management processes comply with company policies and applicable regulations.
• Assist with data cleansing and ongoing database optimisation.
• Support audience creation and campaign targeting requirements.

Cross-Functional Collaboration

• Work closely with Brand, Ecommerce, Retail and Global CRM teams to ensure consistency across customer communications.
• Coordinate campaign requirements with designers, content creators and platform partners.
• Share customer insights and recommendations with key stakeholders.
• Support broader digital marketing initiatives where required.

QUALIFICATION REQUIREMENTS

• Degree, Diploma or equivalent qualification in Marketing, Digital Marketing, Business, Communications or a related field.
• CRM platform certifications and email marketing certification would be advantageous.

EXPERIENCE REQUIRED

• Minimum 3-5 years’ experience in CRM, email marketing, customer retention, marketing automation or digital marketing, with proven ownership of CRM activity
• Advanced Excel skills and strong reporting capabilities.
• Proven experience managing customer lifecycle, retention and loyalty campaigns from planning through to reporting and optimisation.
• Experience with CRM and email marketing platforms such as Klaviyo, Salesforce Marketing Cloud, Dotdigital, Mailchimp, HubSpot or similar CRM platforms.
• Experience configuring CRM workflows, customer segments, automation journeys and campaign reporting dashboards would be advantageous.
• Understanding of customer segmentation and personalisation strategies.
• Experience working in an ecommerce or retail environment.
• Knowledge of loyalty programme management and customer engagement strategies.
• Experience using reporting and analytics platforms such as Google Analytics 4 (GA4), CRM reporting tools and ecommerce reporting dashboards.
• Experience with Shopify or similar ecommerce platforms would be advantageous.

KEY COMPETENCIES

• Customer Centricity: Passionate about understanding customer behaviour and improving customer experiences, with a focus on developing long-term customer relationships.
• Analytical Thinking: Uses data and customer insights to drive decision-making and identify opportunities to improve engagement and retention.
• Results Orientation: Accountable for CRM performance and customer growth metrics, with a drive to improve customer lifetime value and retention.
• Attention to Detail: Delivers accurate and high-quality campaign execution while maintaining strong database and campaign governance standards.
• Planning & Organisation: Effectively manages multiple campaigns and deadlines, demonstrating strong project coordination skills.
• Communication & Collaboration: Strong written and verbal communication skills, with the ability to build effective relationships across departments and stakeholders.

Work Environment:   

• This role is based out of our Cape Town office.