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, Takealot.com, and TFS. We like to promote from within: Here’s your chance. Why Join Mr D? 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! About the role: 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. Your responsibilities will include: CRM Strategy Development & Execution:
• 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. Team Leadership:
• Provide functional and disciplinary leadership to the CRM team, including direct reports and their teams.
• Ensure clear ownership across lifecycle strategy, execution, and optimisation. Customer-Centric Communication:
• 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. Collaboration Across Teams:
• 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. Marketing Automation & Technology:
• 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 MarTech tools, leveraging real-time events, customer attributes, and predictive signals. Performance Measurement & Optimisation:
• 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). Customer Insights & Lifecycle Strategies:
• 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. Subscription Programme Integration:
• Drive awareness, adoption, and retention of the Takealot Group’s subscription programme, TakealotMORE, embedding it across relevant lifecycle touchpoints. Skills & Attributes required:
• 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. Qualifications:
• 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 MarTech platforms in complex environments. Let’s talk about life @ Mr D
• The power is in your hands : We offer a market-related, Total Remuneration Package which allows full flexibility according to your needs. Go on, be the master of your own destiny.
• No doors : We aren’t fans of stuffy offices or siloed work environments. See someone you like? High five, collab and make something great.
• Online Learning : Share ideas and grow with global industry leaders who are all just a Slack message away. Love to learn? Up-skill with free access to courses on Prosus Academy and more.
• Good times : Get to know the other extraordinary minds in the takealot group during regular social events and out-of-office activities (think hikes, think mini golf, think good times).
• Birthday leave : Cake Day all the way. Enjoy your day off
• you deserve it.
• Help when you need it most : Confidential counselling, legal support and financial guidance, for free, anytime, anywhere.
• Free parking: No more 5km fun runs to your desk (unless you want to). Like what you see? If you meet the above you are an Extraordinary Mind. Apply today!! Mr D is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference