Job Description

Pick n Pay Careers – Smart Shopper Senior CRM Specialist

Smart Shopper Senior CRM Specialist

About the Program
Pick n Pay is seeking a Smart Shopper Senior CRM Specialist to support the Smart Shopper CRM & Personalisation Manager by leading advanced CRM analytics, campaign measurement, and customer insight development. This role focuses on optimising lifecycle journeys, personalisation programmes, and promotional effectiveness. The position ensures that all CRM decisions are guided by robust data analysis, reporting, and test-and-learn frameworks across campaigns, partners, and clubs.

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 similar industries
• Proficiency in SQL / Snowflake and handling large customer datasets
• Experience analysing CRM or marketing campaign performance

Competencies

Cognitive

• Analysis & Attention to Detail: Interpret customer and transactional data to identify patterns, trends, and CRM performance drivers
• Judgement & Decision-Making: Prioritise analyses and recommend actions to improve CRM outcomes
• Problem Solving: Investigate performance issues and develop structured analytical solutions

Personal

• Drive: Take ownership of analytical deliverables and meet deadlines across multiple CRM projects
• Self-Management: Manage competing priorities while maintaining accuracy and quality
• Ethical Behaviour: Ensure responsible use of customer data in compliance with POPIA

Interpersonal

• Building Relationships & Networking: Develop strong working relationships with CRM Manager, DnA, Digital, and Marketing teams
• Collaboration & Teamwork: Work effectively across Smart Shopper CRM, DnA, Digital Marketing, and Customer Insights teams
• Customer Service Orientation: Deliver actionable insights to enhance customer experience and loyalty

Functional

• Business Insight: Understand retail loyalty mechanics, Smart Shopper programme levers, and customer behaviour drivers
• Planning & Organising: Plan analytical workstreams across campaigns and reporting cycles
• Commercial Awareness: Recognise CRM campaign impact on sales, retention, and ROI
• Knowledge Management: Document analytical methods and insights for future optimisation

Communication

• Verbal & Written Communication: Present analytical findings clearly via PowerPoint and dashboards
• Influencing: Use data-driven insights to shape campaign design and targeting
• Knowledge Sharing: Communicate best practices and insights across the Smart Shopper team

Key Responsibilities

CRM Analytics & Insight Development

• Conduct deep-dive and ad-hoc analyses of CRM campaigns, customer journeys, clubs, and partner initiatives using Snowflake SQL and reporting tools
• Analyse loyalty, campaign performance, and lifecycle metrics to generate actionable insights
• Translate data findings into clear recommendations for engagement, retention, and campaign ROI
• Balance customer value with commercial objectives in CRM opportunities

CRM Campaign Measurement & Optimisation

• Design and execute test-and-learn frameworks for campaigns and lifecycle initiatives
• Define metrics and dashboards to track campaign performance
• Evaluate effectiveness of personalisation, gamification, and promotions
• Support monitoring of Smart Shopper programme health and KPIs

Reporting & Data Integration

• Identify ongoing reporting requirements and liaise with DnA, BI, and CRM technical teams
• Integrate customer and transactional data into usable reporting frameworks
• Ensure CRM reporting outputs are accurate, timely, and aligned with business needs

Cross-Functional CRM Support

• Collaborate with CRM Manager, Marketing, Digital, DnA, and Product Owners on campaign design and delivery
• Provide analytical input into segmentation, targeting, and lifecycle strategies
• Support broader Smart Shopper and Customer Insights projects requiring CRM analytics

Team Support & Capability Development

• Mentor and provide QA support to junior CRM analysts
• Share best practices and develop team capability in data analysis and reporting
• Support team delivery against campaign analytics and reporting SLAs

Governance, Compliance & Continuous Improvement

• Ensure all CRM activity complies with POPIA and Pick n Pay data governance standards
• Identify opportunities to improve measurement, reporting, and targeting methodologies
• Monitor industry best practice in CRM analytics and customer engagement measurement

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