Mr D - CRM Lead

<p><a href="https://www.mrdfood.com/"><strong>Mr D</strong></a><strong>, </strong>a division of the Takealot Group, is looking for a highly talented <strong>CRM Lead</strong> to join our team in Cape Town.</p> <p><strong>Think you’ve been challenged before? Think again!</strong></p> <ul> <li><strong>Scale</strong>: Show the millions of Mr D customers what you can do&nbsp;</li> <li><strong>Learn</strong>: We work with the best of the best, and then some.&nbsp;</li> <li><strong>Grow</strong>: Expand your career in the fast-growing Takealot Group: Mr D, Takealot.com, and TFS. We like to promote from within: Here’s your chance.</li> </ul> <p><strong>Why Join Mr D?</strong>&nbsp;</p> <p>At Mr D, we are passionate about delivering exceptional customer experiences through innovation and data-driven strategies. As the CRM Lead/Head of CRM, you will play a critical role in shaping how we engage with our customers, driving growth, and building long-term loyalty. If you thrive in a fast-paced, collaborative environment and are excited about the opportunity to lead a high-performing team, we’d love to hear from you!</p> <p><strong>About the role:<br></strong>The <strong>CRM Lead</strong> role is pivotal in driving customer engagement, retention, and lifetime value through innovative and data-driven CRM strategies. Reporting to the<strong> </strong>Head of Customer Growth, you will lead a team of CRM professionals and collaborate across multiple business units to deliver personalised, scalable, and impactful customer lifecycle marketing initiatives.<strong><br></strong></p> <p><strong>Your responsibilities will include:</strong></p> <p><strong>CRM Strategy Development &amp; Execution:</strong>&nbsp;</p> <ul> <li>Develop and execute Mr D’s end-to-end CRM strategies, with a strong focus on automation-led lifecycle marketing and personalisation at scale.&nbsp;</li> <li>Build and manage a customer-centric CRM calendar underpinned by always-on lifecycle automation, reducing reliance on one-off campaigns.</li> </ul> <p><strong>Team Leadership:</strong>&nbsp;</p> <ul> <li>Provide functional and disciplinary leadership to the CRM team, including direct reports and their teams.&nbsp;</li> <li>Ensure clear ownership across lifecycle strategy, execution, and optimisation.</li> </ul> <p><strong>Customer-Centric Communication:</strong>&nbsp;</p> <ul> <li>Manage the complexities of communicating to customers about multiple product offerings (restaurants, groceries, and other on-demand services).&nbsp;</li> <li>Ensure relevance, prioritisation, and customer-centric sequencing in all communications.</li> </ul> <p><strong>Collaboration Across Teams:</strong>&nbsp;</p> <ul> <li>Work closely with Product, Data, Engineering, Marketing, and Merchandising teams to align CRM strategies with business priorities.&nbsp;</li> <li>Partner with divisions across the Takealot Group ecosystem to design and execute joint CRM initiatives.</li> </ul> <p><strong>Marketing Automation &amp; Technology:</strong>&nbsp;</p> <ul> <li>Lead Mr D’s marketing automation strategy, spanning transactional, promotional, and brand communications.&nbsp;</li> <li>&nbsp;Be the champion and subject-matter expert for the Braze CRM platform, driving best practices and capability adoption.&nbsp;</li> <li>Design and launch complex, highly automated CRM journeys using Braze and other MarTech tools, leveraging real-time events, customer attributes, and predictive signals.</li> </ul> <p><strong>Performance Measurement &amp; Optimisation:</strong>&nbsp;</p> <ul> <li>Establish, report on, and continuously improve KPIs for all CRM campaigns, focusing on incrementality, retention, frequency, and customer lifetime value.&nbsp;</li> <li>Own operational dashboarding for CRM campaigns, tracking performance across first-time customers, repeat behaviour, and order-related KPIs.&nbsp;</li> <li>Drive experimentation and optimisation through a formal testing roadmap (A/B, multivariate, holdout testing).</li> </ul> <p><strong>Customer Insights &amp; Lifecycle Strategies:</strong>&nbsp;</p> <ul> <li>Act as a key partner to the business, translating data and insights into actionable lifecycle strategies.&nbsp;</li> <li>Support paid-for (retail media) communication campaigns for platform partners and non-endemic brands.</li> </ul> <p><strong>Subscription Programme Integration:</strong>&nbsp;</p> <ul> <li>Drive awareness, adoption, and retention of the Takealot Group’s subscription programme, TakealotMORE, embedding it across relevant lifecycle touchpoints.</li> </ul> <p><strong>Skills &amp; Attributes required:</strong></p> <ul> <li>Highly analytical and data-driven, with the ability to operate both strategically and hands-on in a fast-paced, high-growth environment.&nbsp;</li> <li>Confident and credible communicator with extensive experience presenting to Senior Management and Executives.&nbsp;</li> <li>Strong technical aptitude with a deep understanding of enterprise-level CRM and marketing automation platforms (e.g., Braze, Salesforce), customer insights tools, and statistical analysis techniques.&nbsp;</li> <li>Creative and commercially minded, with the ability to design and orchestrate multiple concurrent campaigns across diverse customer segments and business units.&nbsp;</li> <li>Strong problem-solving mindset with a pragmatic, solutions-oriented approach.</li> <li>- Highly organised, detail-oriented, and comfortable managing complexity and tight delivery timelines.&nbsp;</li> <li>Solid background in Marketing Insights, Retail, and/or eCommerce marketing.&nbsp;</li> <li>Advanced MS Excel proficiency required.</li> </ul> <p><strong>Qualifications:</strong></p> <ul> <li style="font-weight: 400;">5+ years’ experience in CRM or lifecycle marketing roles.</li> <li style="font-weight: 400;">2+ years’ experience managing multiple direct reports.</li> <li style="font-weight: 400;">Proven experience executing multi-channel CRM campaigns (push, email, in-app, etc.).</li> <li style="font-weight: 400;">A relevant tertiary qualification.</li> <li style="font-weight: 400;">Experience working with large, diverse consumer bases at scale</li> <li style="font-weight: 400;">Hands-on experience with CRM and MarTech platforms in complex environments.</li> </ul> <p><strong>Let’s talk about life @ Mr D</strong></p> <ul> <li><strong>The power is in your hands</strong>: We offer a market-related, Total Remuneration Package which allows full flexibility according to your needs. Go on, be the master of your own destiny.</li> <li><strong>No doors</strong>: We aren’t fans of stuffy offices or siloed work environments. See someone you like? High five, collab and make something great.</li> <li><strong>Online Learning</strong>: Share ideas and grow with global industry leaders who are all just a Slack message away. Love to learn? Up-skill with free access to courses on Prosus Academy and more.</li> <li><strong>Good times</strong>: Get to know the other extraordinary minds in the takealot group during regular social events and out-of-office activities (think hikes, think mini golf, think good times).</li> <li><strong>Birthday leave</strong>: Cake Day all the way. Enjoy your day off - you deserve it.&nbsp;</li> <li><strong>Help when you need it most</strong>: Confidential counselling, legal support and financial guidance, for free, anytime, anywhere.&nbsp;</li> <li><strong>Free parking: </strong>No more 5km fun runs to your desk (unless you want to).&nbsp;</li> </ul> <p><strong>Like what you see?&nbsp;</strong></p> <p>If you meet the above you are an <strong>Extraordinary Mind. </strong>Apply today!!</p> <p><em>Mr D is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference</em></p>