Data, CRM & Retention Manager at Kontak Recruitment

• An international group of premium pet nutrition, raw feeding, and natural pet wellness brands is building an e-commerce and commercial team in Cape Town to support multiple B2C brands across international markets.
• The Data & Retention Manager will own customer data, analytics, pricing and margin analysis, email operations and CRM automation across the portfolio.

Minimum Requirements:

• Degree in Mathematics, Computer Science, Business Analytics or a related field, or equivalent experience.
• 4+ years’ data analytics, customer analytics or marketing analytics experience.
• Strong experience with analytics tools and dashboard development.
• Expert knowledge of email platforms and automation workflows.
• Experience managing CRM or marketing automation platforms.
• Comfortable with SQL or similar data-query languages, or willing to learn.
• Demonstrable experience using AI tools in analytics and business intelligence.
• Previous experience working with EU and/or US B2C consumer markets is essential.
• Expert knowledge of customer lifecycle, retention and segmentation.
• Comfortable working within a fast-moving and changing commercial environment.
• UK market exposure and FMCG experience would be advantageous.

Duties and Responsibilities:

• Develop customer data strategy, segmentation, LTV models, cohort analysis, attribution and journey tracking across all brands.
• Analyse pricing, margins and promotional impact by product, brand and customer segment.
• Own and chair regular data reviews, presenting customer and commercial insights to senior stakeholders.
• Build and maintain brand-level and consolidated reporting dashboards.
• Manage the email send calendar, segmentation and deployment for campaign and B2B communications.
• Own lifecycle and CRM automation, including welcome, post-purchase, re-engagement, win-back, loyalty and abandonment journeys.
• Manage the CRM agency, automation builds, timelines and deliverables.
• Use AI tools to support customer analysis, forecasting, segmentation, pricing analysis and reporting.