Mr D - CRM Lead

[**Mr D**](https://www.mrdfood.com/)**,** a division of the Takealot Group, is looking for a highly talented **CRM Lead** to join our team in Cape Town. **Think you’ve been challenged before? Think again!** - **Scale**: Show the millions of Mr D customers what you can do - **Learn**: We work with the best of the best, and then some. - **Grow**: Expand your career in the fast-growing Takealot Group: Mr D, , and TFS. We like to promote from within: Here’s your chance. **Why Join Mr D?** 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! **About the role:**The **CRM Lead** role is pivotal in driving customer engagement, retention, and lifetime value through innovative and data-driven CRM strategies. Reporting to theHead 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. **Your responsibilities will include:** **CRM Strategy Development & Execution:** - Develop and execute Mr D’s end-to-end CRM strategies, with a strong focus on automation-led lifecycle marketing and personalisation at scale. - Build and manage a customer-centric CRM calendar underpinned by always-on lifecycle automation, reducing reliance on one-off campaigns. **Team Leadership:** - Provide functional and disciplinary leadership to the CRM team, including direct reports and their teams. - Ensure clear ownership across lifecycle strategy, execution, and optimisation. **Customer-Centric Communication:** - Manage the complexities of communicating to customers about multiple product offerings (restaurants, groceries, and other on-demand services). - Ensure relevance, prioritisation, and customer-centric sequencing in all communications. **Collaboration Across Teams:** - Work closely with Product, Data, Engineering, Marketing, and Merchandising teams to align CRM strategies with business priorities. - Partner with divisions across the Takealot Group ecosystem to design and execute joint CRM initiatives. **Marketing Automation & Technology:** - Lead Mr D’s marketing automation strategy, spanning transactional, promotional, and brand communications. - Be the champion and subject-matter expert for the Braze CRM platform, driving best practices and capability adoption. - Design and launch complex, highly automated CRM journeys using Braze and other MarTech tools, leveraging real-time events, customer attributes, and predictive signals. **Performance Measurement & Optimisation:** - Establish, report on, and continuously improve KPIs for all CRM campaigns, focusing on incrementality, retention, frequency, and customer lifetime value. - Own operational dashboarding for CRM campaigns, tracking performance across first-time customers, repeat behaviour, and order-related KPIs. - Drive experimentation and optimisation through a formal testing roadmap (A/B, multivariate, holdout testing). **Customer Insights & Lifecycle Strategies:** - Act as a key partner to the business, translating data and insights into actionable lifecycle strategies. - Support paid-for (retail media) communication campaigns for platform partners and non-endemic brands. **Subscription Programme Integration:** - Drive awareness, adoption, and retention of the Takealot Group’s subscription programme, TakealotMORE, embedding it across relevant lifecycle touchpoints. **Skills & Attributes required:** - Highly analytical and data-driven, with the ability to operate both strategically and hands-on in a fast-paced, high-growth environment. - Confident and credible communicator with extensive experience presenting to Senior Management and Executives. - 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. - Creative and commercially minded, with the ability to design and orchestrate multiple concurrent campaigns across diverse customer segments and business units. - Strong problem-solving mindset with a pragmatic, solutions-oriented approach. - - Highly organised, detail-oriented, and comfortable managing complexity and tight delivery timelines. - Solid background in Marketing Insights, Retail, and/or eCommerce marketing. - Advanced MS Excel proficiency required. **Qualifications:** - 5+ years’ experience in CRM or lifecycle marketing roles. - 2+ years’ experience managing multiple direct reports. - Proven experience executing multi-channel CRM campaigns (push, email, in-app, etc.). - A relevant tertiary qualification. - Experience working with large, diverse consumer bases at scale - Hands-on experience with CRM and MarTech platforms in complex environments. **Let’s talk about life @ Mr D** - **The power is in your hands**: 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. - **No doors**: We aren’t fans of stuffy offices or siloed work environments. See someone you like? High five, collab and make something great. - **Online Learning**: 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. - **Good times**: 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). - **Birthday leave**: Cake Day all the way. Enjoy your day off - you deserve it. - **Help when you need it most**: Confidential counselling, legal support and financial guidance, for free, anytime, anywhere. - **Free parking:** No more 5km fun runs to your desk (unless you want to). **Like what you see?** If you meet the above you are an **Extraordinary Mind.** Apply today!! *Mr D is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference*