OVERALL ROLE PURPOSE
The CRM Campaign Manager is responsible for planning, executing, and optimising customer engagement campaigns across email, SMS, in-app, and other owned channels. This role ensures that lifecycle communications are personalised, timely, and drive measurable impact on customer retention, conversion, and engagement.
Your role will involve the following:
Campaign Strategy & Planning
- Work with CRM Lead/Head of Marketing to define campaign objectives aligned to business goals.
- Translate customer insights, event/attribute data, and lifecycle moments into targeted campaigns.
- Develop test-and-learn roadmaps for subject lines, content, timing, and segmentation.
Campaign Execution
- Own end-to-end campaign delivery: briefing, building, testing, and deploying across channels.
- Collaborate with the Creative/Content Specialist (design & copy) to ensure messaging and visuals align with brand tone.
- Manage campaign calendars and ensure alignment with wider marketing initiatives.
Segmentation & Personalisation
- Partner with Data / Insights team to refine audience segments and targeting strategies.
- Leverage behavioural and transactional data to create personalised experiences.
- Ensure campaigns comply with POPIA and consent-based marketing rules.
Performance & Optimisation
- Monitor campaign performance in real time.
- Conduct post-campaign analysis to identify opportunities for improvement.
- Recommend data-driven changes to targeting, messaging, or cadence.
Cross-functional Collaboration
- Work closely with Digital, Brand, and Content teams to ensure consistent messaging across channels.
- Liaise with Tech/Product for trigger setup and marketing automation flows.
- Provide input to loyalty/retention strategy and contribute to broader lifecycle marketing.
SUCCESS MEASURES
- Retention & Loyalty: Increase in repeat usage / frequency of engagement.
- Campaign Performance: Open rates, CTRs, conversion rates.
- Revenue Impact: % contribution of CRM campaigns to revenue growth.
- Engagement: Reduction in churn rates, increase in active user base.
- Operational: Campaign delivery on time and error-free.
- Experimentation: Number of A/B or multivariate tests run and learnings adopted.
THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR
- 3–5 years’ experience in CRM, campaign management, or lifecycle marketing.
- Strong understanding of segmentation, personalisation, and customer lifecycle journeys.
- Experience across different channels (Email required, advantageous to have push notifications, SMS and Whatsapp experience).
- Hands-on experience with marketing automation platforms (e.g. Braze, HubSpot, Salesforce Marketing Cloud, Mailchimp, Iterable, etc.).
- Strong data literacy: ability to interpret reports, dashboards, and translate insights into action.
- Excellent project management skills and attention to detail.
- Strong collaboration and communication skills.
- Experience in fintech/financial services or e-commerce environments and exposure to loyalty/rewards programs preferred.
- Understanding of POPIA / GDPR compliance is advantageous.
Please note that all appointments are subject to our background checking process, which may include Credit, Criminal and any other job inherent checks
