OM Bank - CRM & Lifecycle Marketing Specialist at Old Mutual

Job Description

• Our innovative digital bank is in search of a skilled CRM & Lifecycle Marketing Specialist to support the development and execution of targeted customer communications & other direct marketing campaigns across email, WhatsApp, in-app messaging, SMS, and more.
• This role will manage lifecycle campaigns from brief to conception to execution, working closely with cross-functional teams including Brand, Data, and Product to ensure messages are relevant, timely, and impactful. 
• Reporting to the Head of Digital Marketing, and with a focus on personalised, data-driven journeys, the ideal candidate will help deepen prospect & customer engagement, improve onboarding and conversion, and drive lifetime value.
• They will also ensure all messaging aligns with performance, brand and compliance standards.

KEY RESULT AREAS 

• Own the end-to-end process for lifecycle and customer communications campaigns: from intake and brief development, to journey mapping, creative approval, build, QA, launch, and reporting.
• Build and manage automated, multi-channel journeys (email, push, in-app, SMS) in Braze across all customer lifecycle stages: onboarding, engagement, reactivation, win-back, and service updates.
• Work closely with the Brand team to ensure message tone, creative and design align with brand identity and customer experience principles.
• Collaborate with the Data and Martech teams to define segments, triggers, and data integrations that power personalisation and relevance.
• Manage the campaign calendar for CRM and lifecycle comms, ensuring it complements broader marketing and product activity. ·
• Develop and execute A/B tests, message variants, and channel optimisation strategies to improve open rates, conversions, and engagement.
• Track performance using Braze, GA4, mParticle or similar tools -analyse results and provide clear insights and recommendations. ·
• Ensure POPIA-compliant communications and manage approvals with legal, compliance, and other relevant stakeholders.
• Partner with Product and Customer Service teams to support in-app comms, operational notices, and customer engagement flows.
• Identify opportunities to automate, personalise, and scale communications for better customer outcomes and marketing efficiency.

ROLE REQUIREMENTS 

• Bachelor’s degree in Marketing, Communications, Digital, or a related field. · 3–5 years of hands-on experience in CRM, Lifecycle Marketing, or Direct Marketing within a digital-first or fintech environment. 
• Proven experience managing end-to-end campaign delivery, including briefing, creative input, segmentation, execution, testing, and reporting. 
• Proficient in CRM platforms such as Braze, Salesforce Marketing Cloud, Adobe Campaign, HubSpot, or similar. 
• Comfortable working with Customer Data Platforms (e.g. mParticle) and collaborating with data teams on audience creation and targeting. 
• Strong copywriting and editing skills for customer-facing messaging. 
• Data-literate with experience interpreting analytics and applying insights to optimise journeys. 
• Excellent project management and cross-functional collaboration skills. · Knowledge of customer data privacy and regulatory considerations, especially POPIA. 
• Experience in financial services, fintech, or other regulated industries is advantageous.

Skills

• Accounting, Action Planning, Adaptive Thinking, Agile Project Management, Brand Development, Budget Management, Commercial Acumen, Customer-Focused, Data Compilation, Evaluating Information, Executing Plans, Market Analysis, Media Management, Public Relations (PR) Management, Target Market Segmentation

Competencies

• Business Insight
• Communicates Effectively
• Drives Results
• Ensures Accountability
• Manages Complexity
• Optimizes Work Processes
• Organizational Savvy
• Plans and Aligns

Closing Date

• 11 August 2025