Overview

CRM Lead Jobs in Cape Town, South Africa at MH Solutions

CRM LEAD – CAPE TOWN

The purpose of the role:
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.
The CRM Lead role is pivotal in driving customer engagement, retention, and lifetime value through innovative and data-driven CRM strategies. Reporting to the 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.
Responsibilities:
CRM Strategy Development & Execution:

  • Develop and execute 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 Group ecosystem to design and execute joint CRM initiatives.

Marketing Automation & Technology:

  • Lead 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 Mar Tech 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 Group’s subscription programmes, embedding them across relevant lifecycle touchpoints.

Requirements:

  • 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 on scale
  • Hands-on experience with CRM and Mar Tech platforms in complex environments.
  • 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.

Title: CRM Lead

Company: MH Solutions

Location: Cape Town, South Africa

Category:

 

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