CRM Lifecycle & Automation Manager

takealot.com, South Africa's leading online retailer, is looking for a highly talented CRM Lifecycle & Automation Manager to join our team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.

This position reports to the Head of CRM

Your responsibilities will include:

• Lifecycle Strategy & Mapping: Design and document end-to-end customer journeys across the entire lifecycle, including Onboarding/Welcome, First-time buyer conversion, Customer Purchase funnel, and Winback.

• Automation Architecture: Build, launch, and manage complex multi-step journeys using Braze Canvas, ensuring seamless cross-channel coordination between Email, Push, Whatsapp, and In-App messaging.

• New Journey Creation: Actively identify gaps in the current customer experience and build new automated triggers to capture high-intent moments (e.g., "Category Affinity" triggers or "Milestone" celebrations).

• Continuous Optimisation (A/B Testing): Execute a rigorous testing roadmap for all automated flows, constantly optimising for send times, frequency, copy, and creative to increase incremental lift.

• Data & Event Management: Work closely with the Data and Engineering teams to define and implement the "Custom Events" and "User Attributes" required to trigger highly relevant automated messages.

• Personalisation & Logic: Utilise Liquid logic, Connect Content and Braze AI modules to deliver dynamic, real-time content that reflects the individual customer’s behaviour and preferences.

• Performance Reporting: Maintain a CRM Engagement dashboard to track the health of automated journeys, reporting on key metrics such as Conversion Rate, Incremental Revenue, and Churn Reduction.

• Frequency & Fatigue Management: Collaborate with the CRM Operations Lead to ensure automated journeys and BAU (Active) campaigns work in harmony without over-saturating the customer.

• Innovation: Stay at the forefront of CRM technology, exploring AI-driven orchestration and predictive modelling to further automate customer decisioning.

Qualification & Experience:

• Bachelor's degree in a relevant field such as Marketing or Business Management.

• 5+ years of experience in CRM or Email Marketing function, with a proven track record of building complex automation.

• Experience in e-commerce or digital marketing

• Experience working with Braze or other CRM Marketing platforms

• Braze Certification is advantageous

• Experience in campaign reporting and analysis

• Experience using liquid or other template languages

• Experience building triggered/lifecycle campaigns

• Experience creating personalised marketing campaigns

• Experience project management tools like ASANA and JIRA

• A strong working knowledge of Google Sheets and Microsoft Excel is required

• Experience using BRAZE, ASANA, Email on Acid, Litmus (advantageous)

Attributes Required:

• Proven track record of being in a role of a similar nature

• Smart, hard-working with demonstrable integrity and willing to put extra hours in to meet deadlines

• Exceptional written communication and copywriting skills

• Highly organised with strong administrative skills and the ability to multitask

• Meticulous attention to detail

• The ability to thrive under pressure and meet tight deadlines

• Willing to take direction and able to work independently, demonstrating initiative

• Comfortable working under pressure in a fast-paced environment

• Confident, with very strong interpersonal & communication skills and a proven ability to build productive relationships quickly

• Ability to take feedback constructively

The Environment:

• takealot.com employees are entrepreneurial and dynamic, smart, customer- centric, fun and have the shared ambition of takealot.com being the leading e- commerce company in Africa.

• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.

• We are short on ego and high on output.

• We are doers and not only thinkers, its all in the execution after all.

• We love what we do and what we are creating.

• We seek to employ an Extra Ordinary Mind who is Smart, has Integrity, and is Hardworking.

If you meet the above you are an Extraordinary Mind so come and join us!

Takealot Group is an Equal Opportunity Employer. We encourage applicants from the previously disadvantaged groups and people with disabilities, to apply.