CRM Specialist - Cape Town

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Purpose of Role

The focus of the CRM Specialist is to utilise data to create a more engaging customer experience. You will be well versed in CRM methodologies and understand segmentation, personalisation and the use of data to better identify, recognize, connect and engage customers. You will also understand email marketing, digital advertising, personalisation and on-site segmentation intimately, and have a history working in eCommerce.


  • Planning and delivering CRM strategies across the company and its entities, encouraging customer retention and customer loyalty
  • Creating unique CRM Campaigns that help build, maintain and grow the Travelstart client base
  • Create life stage segment programs to build CRM campaigns for new, active, loyal and dormant players
  • Build, test and manage email campaigns to increase user engagement and awareness
  • Work with the marketing team to follow up on advertising opportunities from start to finish including contacting ad networks, negotiating spend, ad creation and execution
  • Monitor campaigns daily and recommend improvements to meet goals set by management
  • Working with existing CRM platform structure and architecture ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle
  • Customer Journey Mapping analysing touch points with the organisation and maximising commercial opportunities
  • Working closely with all departments to ensure the CRM works effectively for all aspects of the company
  • Ensuring the database is segmented effective for targeted marketing activities
  • Overseeing the migration of all direct communications to lower cost mediums such as SMS and email
  • Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products
  • Participate in Marketing’s annual business plan (i.e. forecasting, strategy formulation, marketing initiatives, financial budget, execution plans)
  • Prepare a detailed Implementation Plan (for each CRM Campaign) - complete with its own set of objectives (expressed in terms of volumes, revenues, or market share or target market reached), bases for recommendation, scope and coverage, mechanics and details of implementation and execution, communication of the program to its target market, detailed timetables, logistics and spending schedules and total budgets
  • Providing measures on monitoring effectiveness of CRM campaign
  • Perform customer data mining and analysis, and provide updated customer profile
  • Guarding of data integrity; recommend enhancements to keep data validated.
  • Create intelligent customer engagement initiatives for all channels including email and website
  • Develop onsite segmentation and personalization strategies, working directly with the creative, development and digital marketing teams to execute
  • Build analytics and metrics to support the report on the success of each initiative

Skill Requirements

  • Bachelor degree in Marketing, Business Management or equivalent programs beneficial
  • 5 years’ experience in online marketing, in a CRM / Digital capacity
  • Experience in the travel industry advantages, but not essential
  • Proven audit trail of past success
  • Experience building and managing multiple online advertising and CRM campaigns internationally
  • Experience working with outside vendors including affiliate networks, publishers and creative agencies
  • Excellent written English and communication skills
  • Computer skills with standard programs like Excel, Word and Photoshop
  • Data: SQL query skills, as well as Watson experience required

Personal Competencies

  • High energy levels
  • Proactive mindset
  • Entrepreneurial spirit
  • Organised, time management skills – able to multitask
  • Capable of conducting routine functions in a disciplined manner – accuracy, diligence and attention to detail
  • Ability to adapt and understand new ways of working / ability to solve problems and provide solutions
  • Team player
  • Self-motivated and enthusiastic
  • Willing to take the right risk
  • Ideas generator
  • Meet requirements but continually exceed expectations

To apply for this awesome opportunity please send us your CV (maximum 3 pages) and portfolio to:
The reference for this opportunity is “CRM Specialist”. Please insert this into the subject line of your email application. Any applicants not meeting the minimum requirements will not receive a response. Please note that we reserve to right to amend, freeze the role or not hire. The final appointment will be at the discretion of Travelstart.

Travelstart is committed to transformation and redressing of past inequalities. Our employment equity goals will be taken into account in our selection process.
Good luck!

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