Permanent Smart Shopper Senior CRM Specialist – Pick n Pay Careers
Job Description
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Pick n Pay Careers – Smart Shopper Senior CRM Specialist
Smart Shopper Senior CRM Specialist
About the Program
As a Smart Shopper Senior CRM Specialist, you will support the Smart Shopper CRM & Personalisation Manager by leading advanced CRM analytics, campaign measurement, and customer insight development. Your work will optimise Smart Shopper lifecycle journeys, personalisation programmes, and promotional effectiveness, ensuring all CRM decisions are data-driven through robust analysis, reporting, and test-and-learn frameworks.
Minimum Requirements
- Bachelor’s degree in Economics, Statistics, Mathematics, Computer Science, Marketing Analytics, or related analytical/commercial field
- 3–5 years’ experience in CRM analytics, loyalty analytics, or customer data analysis in retail, FMCG, financial services, or related industries
- Experience with SQL / Snowflake and large customer datasets
- Proven experience analysing CRM or marketing campaign performance
Competencies
Analytical & Cognitive Skills
- Interpret customer and transactional data to identify trends, patterns, and performance drivers
- Use sound analytical judgement to prioritise analysis and recommend actions
- Develop structured solutions for CRM performance issues
Personal Attributes
- Strong drive and ownership of analytical deliverables
- Ability to manage multiple priorities with accuracy and quality
- Ethical behaviour and responsible use of customer data (POPIA compliance)
Interpersonal & Team Skills
- Build strong relationships with CRM, Digital, Marketing, and DnA teams
- Collaborate effectively across cross-functional teams
- Focus on insights that improve customer experience and loyalty
Functional Expertise
- Understand retail loyalty mechanics, Smart Shopper programme levers, and customer behaviour drivers
- Plan and organise analytical workstreams across CRM campaigns
- Apply commercial awareness to evaluate CRM impact on sales, retention, and ROI
- Document analytical methods for future CRM optimisation
Communication & Influence
- Present analytical findings clearly in dashboards and presentations
- Influence CRM campaign design and targeting decisions with data-driven insights
- Share best practices and insights across the Smart Shopper team
Key Responsibilities
CRM Analytics & Insight Development
- Conduct deep-dive and ad-hoc analysis on CRM campaigns, customer journeys, clubs, and partner initiatives
- Analyse shopper loyalty, campaign performance, and lifecycle metrics to generate actionable insights
- Translate findings into recommendations that improve customer engagement, retention, and ROI
- Balance customer value with commercial objectives in CRM analysis
CRM Campaign Measurement & Optimisation
- Design and execute test-and-learn frameworks for CRM campaigns and lifecycle initiatives
- Define reporting metrics and dashboards to track CRM performance
- Evaluate personalisation, gamification, and promotional mechanics
- Support CRM Manager in monitoring programme health and KPIs
Reporting & Data Integration
- Identify reporting requirements and work with DnA, BI, and CRM technical teams
- Integrate customer and transactional data into actionable CRM reporting frameworks
- Ensure reporting outputs are accurate, timely, and aligned with business needs
Cross-Functional CRM Support
- Provide analytical input into customer segmentation, targeting, and lifecycle strategies
- Support CRM campaign design and delivery with Marketing, Digital, DnA, and Product teams
- Contribute to broader Smart Shopper and Customer Insights projects requiring CRM analytics
Team Support & Capability Development
- Mentor and provide QA support to junior CRM analysts
- Share CRM best practices and build team capability in analysis and reporting
- Support timely delivery of campaign analytics and reporting SLAs
Governance, Compliance & Continuous Improvement
- Ensure CRM activities comply with POPIA and Pick n Pay data governance standards
- Identify opportunities to improve CRM measurement, reporting, and targeting methods
- Track industry best practices in CRM analytics and customer engagement measurement
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