Mukuru is on the lookout for an experienced and qualified CRM Coordinator to join our Customer Experience team in Cape Town.
In this exciting role, you will assist in driving customer retention strategies through customer centric touchpoint journeys, improve our efficiencies and reduce attrition in our business. This role will be reporting to the CRM & Direct Marketing Manager.
Duties and Responsibilities (Include but is not limited to):
- Work closely with the CRM & Direct Manager as well as the broader Customer Experience team mapping out direct marketing campaigns across all direct channels.
- Having sound knowledge of customers segmentation and how to apply this to a customer growth strategy.
- Manage the customer direct marketing calendar, as well as current campaigns.
- Design and implement quality assurance on all work.
- The ability to formulate SMS copy.
- Establishment of campaigns and basic management thereof.
- Ensure communication is sent in-line with direct marketing calendar.
- Assist with the set up and reporting of customer surveys.
- Identify gaps in the communications journey & work with stakeholders to create new campaigns.
- Report and analyse on various campaign objectives.
- Constant liaising with marketing team on outbound campaigns along with briefing process.
- Ensure campaigns comply with current best practice and legal compliance.
- Ensure highest accuracy and quality for all campaigns.
- Monitor competitor activity.
- Assist with ad hoc requests.
Key Requirements:
- Grade 12 or equivalent (Essential).
- Degree or relevant marketing qualification.
- Minimum of 1 years' experience in a CRM role.
- Experience working on or developing customer lifecycle programmes.
- Experience with triggered communication and complex segmentation.
- Experience with CRM tools and content management systems.
- Advanced experience with MS Office.
- Strong understanding of data management and governance.
- Strong interpersonal skills and ability to work within cross-functional teams.
- Extremely detail orientated, whilst being able to see the big picture and how pieces across the organisation fit together.
- Must be agile and able to change direction quickly.
I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!
Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS
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What We Do
Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life. To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.
