About Company
OK Zimbabwe Limited is a leading retail chain operating across Zimbabwe, committed to providing an exceptional shopping experience to its diverse customer base. With a rich history spanning decades, we have established ourselves as a household name, synonymous with quality products, competitive prices, and outstanding customer service. Our extensive network of stores, including OK Bazaars, OK Mart, and Bon Marche, caters to various consumer needs, offering everything from groceries to general merchandise. At OK Zimbabwe, we believe that our success is driven by our people and our unwavering commitment to our customers. We are dedicated to fostering a culture of innovation, continuous improvement, and customer-centricity, striving to exceed expectations and build lasting relationships within the communities we serve. Join us and be a part of a company that values growth, excellence, and making a tangible difference in the lives of millions.
Job Description
OK Zimbabwe Limited, a household name and a cornerstone of the retail sector across Zimbabwe, is actively seeking a highly strategic, results-driven, and innovative Senior CRM Manager to become a vital part of our dynamic team in Mutare, Manicaland Province. This pivotal leadership role is designed for an individual who is passionate about customer engagement and possesses a profound understanding of how to leverage customer data to drive business growth. The Senior CRM Manager will be instrumental in conceptualizing, developing, and executing our overarching customer relationship management strategy, aimed at significantly enhancing customer loyalty, improving retention rates, and driving sustained revenue growth through insightful data analysis and meticulously planned, targeted engagement initiatives.
In this role, you will lead the charge in defining the customer journey, from initial acquisition through ongoing retention and advocacy. You will be responsible for deploying sophisticated customer segmentation models, interpreting complex behavioural patterns, and designing highly personalized communication strategies that resonate deeply with our diverse clientele across various retail channels. This position demands a visionary leader equipped with a deep understanding of leading CRM platforms, advanced data analytics methodologies, and state-of-the-art marketing automation tools. You must be adept at translating intricate data insights into clear, actionable strategies that not only improve customer lifetime value but also significantly strengthen brand affinity and market presence for OK Zimbabwe.
You will play a crucial cross-functional role, collaborating closely with our marketing, sales, IT, and operations teams to seamlessly integrate CRM activities with broader business objectives. This includes ensuring absolute consistency in brand messaging, delivering an exceptional and unified customer experience at every touchpoint, and driving a customer-centric culture throughout the organization. Furthermore, you will be expected to manage CRM budgets, optimize campaign performance, and stay abreast of the latest industry trends and technological advancements in customer relationship management. If you possess an entrepreneurial spirit, an insatiable passion for understanding consumer psychology, and a proven track record of elevating customer engagement and fostering lasting relationships in a fast-paced retail environment, we warmly invite you to contribute your expertise to the ongoing success story of OK Zimbabwe. This is an unparalleled opportunity to make a tangible and significant impact on our business performance, shaping the future of customer interaction and playing a critical role in fostering enduring relationships with our valued customers. Join us in building a future where every customer interaction is not just a transaction, but a carefully crafted opportunity to delight, engage, and inspire loyalty.
Key Responsibilities
- Develop and implement a comprehensive CRM strategy aligned with business objectives to enhance customer loyalty, retention, and lifetime value.
- Lead the design and execution of customer segmentation models and targeted marketing campaigns across multiple channels.
- Manage and optimize existing customer loyalty programs, and explore new initiatives to drive customer engagement.
- Analyze customer data to identify trends, insights, and opportunities for personalized communication and service improvement.
- Oversee the selection, implementation, and optimization of CRM platforms and marketing automation tools.
- Collaborate with marketing, sales, IT, and operations teams to ensure seamless integration of CRM activities and consistent customer experience.
- Define key performance indicators (KPIs) for CRM initiatives, monitor performance, and provide regular reports to senior management.
- Manage CRM budgets, resources, and vendor relationships effectively.
- Stay abreast of industry best practices, emerging technologies, and competitive landscape in CRM.
- Lead, mentor, and develop a high-performing CRM team.
Required Skills
- Proven experience as a CRM Manager or similar leadership role (5+ years)
- Demonstrable expertise in developing and executing successful CRM strategies.
- Strong proficiency with leading CRM software (e.g., Salesforce, Microsoft Dynamics 365, Oracle Siebel).
- Advanced analytical skills with the ability to interpret complex data and translate it into actionable strategies.
- Excellent project management and organizational abilities.
- Exceptional communication, presentation, and interpersonal skills.
- Strong leadership capabilities with a track record of team motivation and development.
- Proficiency in marketing automation platforms.
- In-depth understanding of customer journey mapping and lifecycle management.
Preferred Qualifications
- Master's degree in Marketing, Business Administration, or a related field.
- Experience in the retail or Fast-Moving Consumer Goods (FMCG) sector.
- Familiarity with advanced analytics tools (e.g., Google Analytics, Tableau, Power BI).
- Certification in relevant CRM platforms.
- Experience working in a multinational or diverse market environment.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance coverage.
- Generous provident fund contributions.
- Exclusive staff discounts across all OK Zimbabwe stores.
- Opportunities for continuous professional development and training.
- A vibrant and supportive work environment.
- Clear pathways for career advancement within a leading retail group.
How to Apply
If you are a visionary CRM leader ready to make a significant impact, we encourage you to apply. Please click on the application link below to submit your detailed CV and a compelling cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application.