Hybrid (Cape Town, South Africa)
About Keen
Keen is a strategic partner for growth, not just an agency. The company embeds itself within clients’ businesses to deliver high-performance digital experiences across marketing, creative, customer experience, and sales. Keen works with some of the most dynamic U.S. and international brands, helping them scale smarter and drive measurable results.
Role Overview
Keen is seeking a CRM & Email Marketing Manager to lead customer lifecycle strategy and execution for a fast-growing U.S. e-commerce account. The role focuses on email and SMS marketing, with ownership of Klaviyo, segmentation, automation flows, and overall customer journey management. This position is ideal for someone who combines technical proficiency with marketing insight, thrives in a fast-paced environment, and wants to develop high-impact CRM programs from the ground up.
Key Responsibilities
- Develop and execute email and SMS campaigns that drive customer retention, loyalty, and lifetime value.
- Provide clear creative briefs to design teams, ensuring campaigns follow marketing best practices.
- Audit Klaviyo flows, campaigns, and segmentations, recommending improvements to maximize revenue.
- Manage automation logic, triggers, and flows across all customer touchpoints.
- Oversee CRM integrations and platform health, including Klaviyo, Shopify, Attentive, LoyaltyLion, Loop, Segment, and other tools.
- Implement segmentation, personalization, and suppression strategies to optimize engagement.
- Collaborate with design and copy teams to deliver on-brand, high-performing communications.
- QA and schedule all CRM content to ensure flawless delivery.
- Track performance metrics, analyze results, and recommend optimizations.
- Support technical troubleshooting and platform problem-solving.
- Provide expert guidance in meetings with internal teams and external stakeholders.
Candidate Profile
- 4+ years of experience in CRM, email marketing, or lifecycle management, preferably in e-commerce or DTC.
- Advanced knowledge of Klaviyo and Shopify, including setup, integrations, and migrations.
- Strong expertise in segmentation, suppression logic, and automation flows.
- Data-driven mindset with experience in tracking, analysis, and reporting.
- Comfortable with HTML and JSON for email template customization.
- Experience with tools such as Attentive, LoyaltyLion, Ordergroove, Segment, and other e-commerce platforms.
- Understanding of UTM tracking, deliverability best practices, and campaign analytics.
- Excellent communication skills for both technical and non-technical stakeholders.
- Solutions-oriented and adaptable, with attention to detail.
Position Details
- Title: CRM & Email Marketing Manager
- Remote Status: Hybrid (office-based in Woodstock, Cape Town)
- Working Hours: Flexible, aligned with U.S. account collaboration
- Salary: Competitive, based on experience
Benefits
- Work with a fast-growing U.S. brand and globally-minded team.
- Autonomy to lead, innovate, and shape CRM strategy.
- Career growth opportunities in a dynamic, results-driven environment.
- Birthday leave and professional development budget.
- Join a team that values ownership, creativity, and measurable outcomes.