Head of Customer Value Management (CVM) & Customer Relationship Management (CRM)

takealot.com, a leading South African online retailer, is looking for a highly talented Head of Customer Value Management (CVM) & Customer Relationship Management (CRM) 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.

Reporting to the Chief Marketing Officer

Your responsibilities will include:

• Strategic Leadership: Develop and execute comprehensive CVM and CRM strategies that align with business goals. Lead and inspire a high-performing team to effectively implement these initiatives. Collaborate with the CMO and other senior leaders to integrate customer-centric strategies throughout the business. 
• Customer Value Management (CVM): Utilise advanced analytics and AI to segment customers by value and identify high-value opportunities. Design and manage programs aimed at boosting customer lifetime value and profitability. In partnership with the Commercial team, implement tailored pricing strategies and promotions to maximize revenue from various customer segments. Monitor and report on essential CVM metrics, including customer lifetime value, revenue per customer, and retention rates. 
• Customer Relationship Management (CRM): Craft and implement CRM strategies to bolster customer engagement and loyalty. Manage customer communication channels to deliver personalized and consistent experiences. Analyze customer data to gain insights into behaviors, preferences, and trends. Coordinate targeted marketing campaigns focused on customer retention. Ensure the CRM system is robust, supports business objectives, and integrates seamlessly with other tools. 
• Customer Engagement and Support: Develop initiatives to enhance customer engagement and satisfaction. Oversee customer service operations to ensure effective resolution of issues and high-quality support. Implement policies and training programs that uphold exceptional customer service standards. 
• Collaboration and Partnership: Collaborate with teams across Marketing, Retail, Marketplace, Promotions & Merchandising, and Advertising to develop compelling, value-driven offers. Forge strategic partnerships to augment our customer value propositions. Work with engineering and BI teams to maintain data integrity, security, and CRM system functionality. 
• Team Leadership: Build, mentor, and lead a dedicated CVM & CRM team. Cultivate a culture of innovation, customer focus, and continuous improvement. Provide ongoing performance feedback and foster professional growth among team members.

Attributes:

• Demonstrated ability in developing and executing CVM and CRM strategies.
• Advanced analytical skills to interpret complex data and drive actionable insights.
• Expertise in Martech platforms, data management platforms (DMPs), customer data platforms (CDPs), and AI-driven analytics tools.
• Proficiency in CRM software, data analytics tools, and customer segmentation technologies.
• In-depth knowledge of customer behavior and market trends.
• Ability to think strategically and act tactically within a dynamic environment.
• Confidence in presenting to senior management and executives.
• Technical proficiency with customer insights tools, statistical analysis, and CRM/marketing automation platforms (e.g., Salesforce, Braze).
• Experience with email rendering tools like Litmus (advantageous).
• Creative mindset for crafting campaigns across departments.
• Solutions-oriented, high-energy, and proactive attitude.
• Highly organized and efficient, capable of meeting tight deadlines.
• Essential experience in marketing insights, retail, and eCommerce marketing.
• Advanced skills in MS Excel.
• Proficient in SQL and R. Hands-on experience with large-scale data analysis and predictive analytics.
• Knowledge of data protection and privacy regulations applicable to digital marketing

Qualifications and Experience:

• Honor’s Degree/Postgraduate Diploma (or Master’s degree) in Marketing, Business Administration, Data Science, or related fields.
• Additional qualifications in Analytics and/or Data Science are advantageous.
• 7-10 years of experience in CVM, CRM, or related fields, preferably in eCommerce or retail.
• Proven experience in team management.
• Strong background in business and retail/eCommerce.

The Environment:

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high on output.
• We are doers and not only thinkers, it's all in the execution after all.
• We love what we do and what we are creating.

We seek to Employ an Extra Ordinary Mind who:

• is respectful but forthright
• is an expert at doing, who can not only design but also execute
• is analytical, able to use data to make decisions
• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)
• is passionate about the potential of e-commerce and delivering a world-class customer experience
• is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
• is business SMART. Able to think about problems from a business perspective using technical and product input;
• is curious and challenge the status quo
• is innovative and enjoys iteration
• is collaborative
• will be at the cutting edge of developing new concepts for takealot.com
• thinks like an owner of the business
• is SMART, has INTEGRITY and is HARD WORKING

If you meet the above you are an Extraordinary Mind so come and join us!

Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference