CRM Lead

Job Location: Johannesburg, Gauteng, South Africa Final date to receive applications: February 21, 2026

As a CRM Copy Lead, you will be the strategic and creative force driving our client's customer relationship management messaging. You will lead, mentor, and guide a team of copywriters, ensuring the development and execution of highly personalized, persuasive, and effective copy and content experiences that drive engagement and conversion across the customer lifecycle. Operating at the intersection of messaging, data, strategy, and technology, you will define frameworks for compelling copy across emails, SMS, push notifications, in-app messages, landing pages, and other digital touchpoints.

You are a natural leader and a master wordsmith who deeply understands the customer journey, champions data-driven messaging, and is passionate about building measurable digital experiences that foster strong brand relationships and drive action.

Sound like you? Read on.

Day-to-day, your role includes:

• Team Leadership & Development: Lead, mentor, and inspire a team of CRM copywriters, fostering a collaborative and high-performing environment.
• Coaching and Performance: Provide constructive feedback, coaching, and guidance to team members, supporting their professional growth and skill development.
• Workload & Delivery Management: Oversee daily assignments, manage workload distribution, and ensure efficient workflow and timely delivery of all CRM copy.
• Quality Review: Conduct regular reviews of team output to maintain quality, consistency, and adherence to strategic goals.

• CRM Copy Strategy & Framework Development: Develop and implement comprehensive CRM copy strategies that align with overarching marketing objectives and customer journey mapping.
• Frameworks & Guidelines: Define and establish clear copy frameworks, guidelines, and best practices for all CRM channels (email, SMS, push, in-app, landing pages) to ensure consistency and effectiveness.
• Creative Craft & Optimization: Guide the team in crafting clear, compelling, and concise copy that resonates with various customer segments and drives desired actions.
• Insights Translation: Collaborate directly with CRM strategists and data analysts to translate customer insights, segmentation strategies, and performance data into actionable messaging strategies and detailed briefs for the team.

• Brand Voice, Quality & Optimization: Act as the primary guardian of brand voice, tone, and style across all CRM communications, ensuring a cohesive brand experience.
• QA & Compliance: Establish and enforce rigorous quality assurance processes for all CRM copy, ensuring accuracy, grammatical correctness, compliance, and strategic alignment.
• A/B Testing: Lead the strategic development, execution, and analysis of A/B tests for copy variations, leveraging data to optimize messaging and improve campaign performance.
• Industry & Trend Awareness: Stay at the forefront of CRM content trends, industry best practices, persuasive writing techniques, and evolving compliance standards, integrating new learnings into team practices.

• Cross-Functional Collaboration & Stakeholder Engagement: Liaise effectively with design, development, account, and client teams to ensure seamless integration of copy with visuals and technology, creating a cohesive user experience.
• Content Planning: Manage content calendars and project timelines for the copy team, proactively identifying potential risks and implementing mitigation strategies.
• Client & Leadership Representation: Represent the CRM copy function in client meetings, strategic discussions, and internal presentations, providing expert counsel and thought leadership.

• Bachelor's degree in Marketing, Communications, English, Journalism, or a related field.
• 5-7+ years of progressive professional experience specifically in writing and strategizing copy for successful CRM campaigns across various stages of the customer lifecycle (acquisition, nurture, retention, win-back).
• Minimum 2-3 years of experience in a leadership, senior, or supervisory capacity, including mentoring junior writers and overseeing team output.
• Strong portfolio showcasing diverse CRM copy examples (responsive email campaigns, landing page content, SMS/push notifications, and digital ad copy), demonstrating strategic impact, leadership, and successful campaign outcomes.
• Exceptional writing, editing, and proofreading skills with a keen eye for detail and a mastery of grammar, style, and tone, particularly in short-form and direct-response formats.
• Deep understanding of direct response copywriting principles and how to optimize messaging for various digital channels and audience segments.
• Proven ability to develop and implement content strategies and frameworks that guide a team and drive measurable results.
• Familiarity with major CRM marketing platforms (e.g., Salesforce Marketing Cloud, Braze, Adobe Campaign, Iterable) from a content management, personalization, and deployment…