Openings at Lulalend

OVERALL PURPOSE

• We are looking for a skilled and highly motivated Direct Marketing Specialist who will be responsible for the day-to-day execution and optimisation of Lula’s direct marketing campaigns across various channels. Reporting to the CRM Lead, you will work closely with other growth team members to ensure the successful delivery of direct marketing activities that align with our broader marketing objectives.
• As a Direct Marketing Specialist, you will focus on executing and optimising direct marketing campaigns that drive growth and retention for our first-of-its-kind, all-in-one, business banking and financing platform. Your role will involve managing end-to-end campaign processes, from audience segmentation and content creation to deployment, testing, tracking, and reporting.
• This role requires an advanced, technical understanding of CRM and direct marketing best practices, attention to detail, and the ability to operate effectively in a fast-paced, dynamic environment. Your strong communication and interpersonal skills, combined with your ability to manage multiple tasks simultaneously, will help you succeed in this role.

As the Direct Marketing Specialist at Lula, your role will involve:

• Collaborate with the CRM Lead and other key stakeholders within the Growth teams (Product, Sales, CX, Customer Insights etc.) to support the development and execution of direct marketing campaigns that drive qualified lead generation and customer retention.
• Develop and implement customer segmentation strategies to personalise communication and improve customer engagement.
• Execute direct marketing campaigns across channels (email, SMS, WhatsApp, etc.) according to the marketing plan, ensuring timely delivery and alignment with overall marketing objectives.
• Implement best industry and security practices across direct marketing channels and customer databases to ensure high-quality, accurate customer data sources.
• Manage audience segmentation, database management, and customer journey automation to optimise campaign performance.
• Support the development and implementation of A/B or multivariate testing to improve channel engagement and campaign performance.
• Monitor and analyse campaign performance using our data analytics platforms, and identify opportunities for optimisation.
• Analyse customer data to identify trends and insights, providing actionable recommendations to improve marketing strategies and customer engagement.
• Contribute to process optimisation within the direct marketing function, including campaign briefing, deployment, tracking, and reporting.
• Identify and implement improvements to CRM processes, including automation of workflows to enhance operational efficiency and customer satisfaction.
• Work closely with internal teams to compile and submit briefs, ensuring all necessary content is available for timely campaign execution.

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Grade 12 achieved
• Degree/Diploma or related qualification in Digital/Marketing advantageous
• 3-5 years’ experience in a direct marketing campaign manager role.
• Proven experience in using advanced CRM/direct marketing platforms including their coding language (e.g. Braze, Iterable, or HubSpot) and analytics tools (e.g., Mixpanel, Segment, or Google Analytics - advantageous).
• Proficiency in CRM software management, including user permissions, custom objects, workflows, and data analysis.
• Knowledge of HTML emails and optimising these for different clients or devices.
• Proven experience in executing multi-product, multi-channel (email, WhatsApp, push, etc.) direct marketing strategies that span acquisition, retention and monetisation.
• Solid understanding of direct marketing best practices and industry and security standards.
• Advanced reporting and analysis skills, with the ability to track campaigns and glean insights from data gathered.
• Proficiency in MS Excel/Google Sheets, including the use of pivot tables.
• Excellent verbal and written communication skills.
• Experience in the Financial Services/Fintech industry and B2B experience (advantageous).

THE COMPETENCIES WE’RE AFTER

• Curious and eager to learn.
• Comfortable working with and across diverse teams.
• Proactive and solution-oriented; comfortable interpreting data to identify opportunities.
• Empathetic with a strong customer-first mentality, capable of understanding and addressing customer needs effectively.
• Ability to take initiative and ownership of tasks.
• Results-oriented and self-motivated.
• Strong attention to detail.
• Strong analytical skills with experience in data interpretation and report generation to support strategic business decisions.
• Experience with marketing automation tools and the ability to streamline CRM workflows to support business objectives.
• Proficiency in CRM platforms such as Braze, Iterable, HubSpot, Klaviyo or similar, and experience with data analytics tools like Google Analytics or Mixpanel.
• Process-driven with strong planning and organisational skills.
• Excellent verbal and written communication skills, with the ability to convey complex ideas clearly and effectively.
• Strong problem-solving abilities.
• Ability to multitask and work well under pressure in a fast-paced environment.
• Adaptable to change and comfortable working with ambiguity, with a commitment to continuous learning and professional development.
• Tech-savvy with a quick grasp of new technologies, such as CRM/email marketing and marketing automation tools.

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OVERALL PURPOSE

• We are seeking a highly motivated and skilled Technical Support Specialist to join our dynamic support team. The successful candidate will be responsible for providing outstanding technical support to our customers via various communication channels, such as phone, email, and live chat. You will assist users in troubleshooting software and hardware issues, resolving technical problems, and guiding them through product usage and best practices. Your ability to communicate technical information clearly and empathetically will be crucial to ensuring customer satisfaction and loyalty.

Responsibilities will include:

• IT Support: Provide Lula with best-in-class IT support, ensuring prompt and effective responses to basic support inquiries, issues, and concerns of all kinds and technologies.
• Hardware and Software management: Manage and maintain our IT asset management (ITAM) tool, ensuring that all records are kept up to date in collaboration with our Finance department.
• Network Support: Maintain, monitor, optimise, and support Lula’s office network. This will include resolution of issues, scheduled updates and upgrades as well as adherence to regulatory compliance.
• Ticket System Management: Document all support interactions, resolutions, and escalations accurately and maintain excellent ticket hygiene.
• Documentation: Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Collaboration: Collaborate with the Technical Support Team to adopt and implement strategies for improving technical support processes and procedures.
• Technical Expertise: Maintain an in-depth understanding of our infrastructure and services, as well as industry trends and best practices. Provide recommendations and assist with the implementation of improvements and optimisations.
• Security Management: Facilitate the role assignments and access to various Lula tools, systems, networks, and office spaces, ensuring that regulatory compliance and best practices are adhered to.
• Supplier Management: Work closely with our key suppliers to ensure incidents are resolved within our agreed service level agreements (SLAs).
• Continuous Improvement: Constantly drive improvements to our internal service level agreement (SLA) performance and satisfaction scores.

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Matric certificate or equivalent
• A+, N+ certifications are required and ITIL, or any Microsoft certifications are advantageous
• 1-2 years of experience in technical support or IT infrastructure role
• Experience with ITSM and ITAM tools is essential
• Experience with office networking and wireless technologies is essential
• Experience with Microsoft 365 and Azure cloud-based technologies is advantageous
• Excellent problem-solving and troubleshooting skills, with a keen eye for detail
• Outstanding communication and interpersonal skills, with a user-centric approach
• Familiarity with a wide range of software, operating systems, and hardware components
• Ability to work under pressure, prioritize tasks, and meet deadlines
• A proactive, self-driven attitude with a passion for continuous learning and improvement