About the position
Role Summary
Support the Smart Shopper CRM & Personalisation Manager by leading CRM analytics, campaign measurement and customer insight development that optimise Smart Shopper lifecycle journeys, personalisation programmes and promotional effectiveness.
The role provides advanced analytical expertise across Smart Shopper CRM campaigns, partners and clubs, ensuring CRM decisions are supported by robust data analysis, reporting and test-and-learn frameworks.
Requirements
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 within retail, FMCG, financial services or similar industries.
Experience using SQL / Snowflake and large customer datasets.
Experience analysing CRM or marketing campaign perform.
Competencies
Cognitive
Analysis (including Attention to Detail)
Interprets customer and transactional data to identify patterns, trends and performance drivers in CRM campaigns.
Judgement and Decision-Making
Uses sound analytical judgement to prioritise analysis and recommend actions that improve CRM outcomes.
Problem Solving
Investigates CRM performance issues and develops structured analytical solution
Personal
Drive
Shows ownership of analytical deliverables and meets deadlines across multiple CRM projects.
Self-Management
Manages competing analytical priorities while maintaining accuracy and quality.
Ethical Behaviour
Ensures responsible use of customer data and compliance with POPI
INTERPERSONAL
Building Relationships / Networking and Liaison
Builds strong working relationships with CRM Manager, DnA, Digital and Marketing teams.
Collaboration / Teamwork
Works effectively within Smart Shopper CRM and across Dna, CRM technical, Digital Marketing and Customer Insights teams.
Customer Service Orientation
Maintains focus on delivering insights that improve customer experience and loyalty.
Functional
Business Insight
Understands retail loyalty mechanics, Smart Shopper programme levers and customer behaviour drivers.
Planning and Organising
Plans analytical workstreams across CRM campaigns and reporting cycles.
Commercial Awareness
Understands impact of CRM campaigns on sales, retention and ROI.
Knowledge Management
Documents analytical methods and learnings for future CRM optimisation.
COMMUNICATION
Verbal and Written Communication
Presents analytical findings clearly in PowerPoint and reporting dashboards.
Influencing
Uses data-driven insights to influence CRM campaign design and targeting decisions.
Knowledge Sharing
Communicates analytical best practice and insights across the Smart Shopper team.
Key Responsibilities
Key Responsibilities
CRM Analytics & Insight Development
Conduct deep-dive and ad-hoc analysis on Smart Shopper CRM campaigns, customer journeys, clubs and partner initiatives using Snowflake SQL, reporting tools and data selection platforms.
Analyse shopper loyalty, campaign performance and lifecycle metrics to generate actionable insights.
Translate data findings into clear recommendations to improve customer engagement, retention and campaign ROI.
Balance customer value and commercial objectives when analysing CRM opportunities.
CRM Campaign Measurement & Optimisation
Design and execute analytical test-and-learn frameworks for CRM campaigns and lifecycle initiatives.
Define reporting metrics and dashboards to track CRM campaign performance.
Evaluate effectiveness of personalisation, gamification and promotional mechanics.
Support CRM Manager in monitoring Smart Shopper programme health and CRM KPIs.
Reporting & Data Integration
Identify ongoing reporting requirements and enhancements, briefing development into DnA, BI and CRM technical teams.
Integrate customer and transactional data into usable CRM reporting frameworks.
Ensure CRM reporting outputs are accurate, timely and aligned to business needs
Cross-Functional CRM Support
Work with CRM Manager, Marketing teams, Digital, DnA and Product Owners to support CRM campaign design and delivery.
Provide analytical input into customer segmentation, targeting, and lifecycle strategies.
Support broader Smart Shopper and Customer Insights projects where CRM analytics are required
Team Support & Capability Development
Mentor and provide QA support to junior CRM analysts.
Share CRM analytical best practice and develop team capability in data analysis and reporting.
Support team delivery against campaign analytics and reporting SLAs.
Governance, Compliance & Continuous Improvement
Ensure CRM activity complies with POPIA and Pick n Pay data governance requirements.
Identify opportunities to improve CRM measurement, reporting, and targeting methodologies.
Track industry best practice in CRM analytics and customer engagement measurement.
Closing Date: 9 April 2026
