Mr D - CRM Lead

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, , and TFS. We like to promote from within:
  Here's your chance.

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!

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.

• 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.

• Provide functional and disciplinary leadership to the CRM team, including direct reports and their teams.
• Ensure clear ownership across lifecycle strategy, execution, and optimisation.

• 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.

• 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.

• 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 Mar Tech tools, leveraging real-time events, customer attributes, and predictive signals.

• 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).

• 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.

• Drive awareness, adoption, and retention of the Takealot Group's subscription programme, Takealot
  
  MORE, embedding it across relevant lifecycle touchpoints.

• 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.

• 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 Mar Tech platforms in complex environments.

• The power is in your hands
  :
  We offer a market-related, Total…