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About the Role

Ten is seeking a Senior CRM Specialist to drive customer engagement, retention, and lifetime value through expert CRM strategy and execution. This role is pivotal in managing end-to-end CRM campaigns and automations, with a focus on personalization, optimization, and commercial impact. You will serve as a subject-matter expert, collaborating with various teams to ensure CRM activities align with business objectives and best practices.

Responsibilities

Own the planning and delivery of CRM campaigns and automated journeys across email and other CRM channels.
Translate business objectives into clear CRM strategies that drive engagement, conversion, and retention.
Champion CRM best practice, ensuring communications are customer-first, compliant, and value-led.
Provide strategic influence, collaborating with other teams to align email campaigns with overall marketing goals.
Own the end-to-end strategy for email marketing, including planning, segmentation, automation, and optimisation.
Design, build, and optimise multi-step CRM journeys (e.g. onboarding, activation, engagement, reactivation).
Lead the development of personalised, dynamic content using behavioural, transactional, and preference data.
Ensure campaigns are delivered accurately, on time, and to a consistently high standard.
Drive email list growth, segmentation, personalisation, and targeting strategies.
Leverage data to segment audiences intelligently and deliver relevant, timely communications.
Develop and own testing and optimisation frameworks (A/B testing, holdout testing, performance benchmarking).
Use insights to continuously improve performance against KPIs.
Monitor and report on CRM performance, providing clear insights and recommendations to stakeholders.
Partner with analytics teams to define success metrics and measurement frameworks.
Use performance learnings to inform future CRM strategy and roadmap planning.
Act as a trusted CRM partner to cross-functional teams, including Marketing, Product, Tech, Legal, and Customer Experience.
Influence stakeholders with data-driven recommendations and clear communication.
Support alignment on CRM priorities, timelines, and best practice.
Ensure CRM activity complies with data privacy regulations and internal governance standards.
Contribute to the development of CRM guidelines, documentation, and ways of working.
Stay up to date with industry trends, tools, and innovations, proactively identifying opportunities for improvement.

Requirements

Significant experience in CRM or lifecycle marketing, ideally within a consumer, membership, or subscription-led business.
Strong hands-on experience with CRM platforms (Braze, Klaviyo, or similar).
Proven experience delivering automated journeys and personalised campaigns at scale.
Strong analytical mindset with the ability to translate data into actionable insights.
Excellent stakeholder management and communication skills.
Strong technical understanding of CRM platforms and data architecture, including audience segmentation, data models, automation logic, integrations, and troubleshooting delivery or data issues in partnership with technical teams.
Fluent in English.
Experience working with large, global customer databases.
Familiarity with consent management, data privacy, and compliance (e.g. GDPR).
Experience collaborating with product and engineering teams on CRM-related initiatives.
Background in premium, loyalty, or experience-led brands.

Skills

CRM
Lifecycle marketing
Braze
Klaviyo
Data analysis
Stakeholder management
Communication
Audience segmentation
Automation logic
GDPR

Location

Cape Town

Work Type

Hybrid
Remote

Experience Level

Senior

Salary/Compensations

Competitive salary depending on experience

Benefits

Competitive paid time off package
Volunteer time for a good cause
One (1) month paid Sabbatical after every 5 years of Service
Ten Loyalty Rewards program
Remote Working Holidays
Employee Discounts
Company contribution towards medical aid
Transport home for late shifts
ICAS Employee Health and Wellness (EHWP) services
Secure office space
Complimentary off-street parking

About the Company

At Ten our goal is simple, to become the most trusted service business in the world.
We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees.
We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers with increasing use of AI across the business.
Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members.

Equal Opportunity

We encourage diverse philosophies, cultures, and experiences.
We appreciate diversity and are dedicated to creating an inclusive work environment for our employees.
All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.