Mr D - CRM Lead

About this role

Mr D, 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, Takealot.com, 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 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.

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