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

• →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.

• 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)