CRM Lifecycle and Journey Manager

We are X, bigly labs, Dis-Chem’s high-performance innovation hub; a place where bold ideas meet data, design, and radical customer focus to reimagine what healthcare can be.

Our mission is to power the future of healthcare by lowering costs, unlocking new possibilities, and improving access to healthcare for all South Africans. We do this through cutting-edge digital solutions that deliver smarter, more human, and truly patient-focused experiences. Here, your work is not limited to a whiteboard; it becomes real. It drives decisions, shapes experiences, and moves healthcare forward. We are driven by one big question: How do we use data and today’s technology to build breakthroughs to better health?

There’s only one question left: are you ready to make healthcare smarter, and actually mean it?

The Lifecycle and Journey Manager is responsible for driving the development, delivery, and governance of CRM campaigns and lifecycle journeys across all customer stages using the Braze platform. Acting as a strategic connector between business, brand, data, and execution, the role ensures CRM effectiveness by managing the campaign calendar, translating business briefs into actionable journeys, guiding creative and data integration, and embedding CRM within wider marketing and business strategies.

WHAT WE'RE LOOKING FOR?

• 7+ years’ experience in CRM, campaign management, or lifecycle marketing.
• Experience leading campaign teams and coordinating across brand, data, and creative functions.
• Proven experience with Braze or equivalent CRM platforms, with solid platform literacy.
• Strong understanding of customer segmentation, behavioural triggers, and lifecycle journey planning.
• Experience driving CRM strategy aligned to commercial outcomes.
• Strong project and stakeholder management skills.
• Working knowledge of CDPs (e.g. mParticle) and GA4.
• Understanding of POPIA or equivalent data privacy frameworks.
• Experience in retail, fintech, or regulated sectors.
• Familiarity with Liquid, Connected Content, and personalisation logic in CRM.
• Strong writing and messaging skills for CRM campaigns.

WHAT YOU WILL BE DOING?

Campaign strategy and planning

• Partner with business stakeholders and brand teams to shape and translate briefs into CRM campaign strategies.
• Define CRM objectives, segmentation implementation, lifecycle stages, and multichannel plans.
• Own the CRM campaign calendar and align initiatives to the marketing and promotional roadmap.
• Champion CRM’s role in driving personalisation, engagement, and customer value.
• Contribute to annual and quarterly CRM planning, surfacing ideas and performance insights to inform priorities.

Platform Ownership and Execution

• Oversee day-to-day execution across Braze campaigns, ensuring data, segmentation, and tagging are correctly implemented.
• Guide the team in using Braze to deploy Email, SMS, WhatsApp, In-App, and Push journeys.
• Collaborate with Martech and Data teams to ensure campaigns are built on accurate triggers and customer data.
• Ensure all CRM activity follows testing, QA, and approval protocols.

Team leadership and workflow management

• Lead and develop a team of campaign managers or journey builders.
• Drive workflow governance and quality standards across all CRM campaign builds.
• Mentor junior team members on Braze features, lifecycle thinking, and CRM best practices.
• Ensure all campaigns meet delivery deadlines and stakeholder expectations.

Stakeholder engagement and strategic intergration

• Represent CRM in cross-functional marketing and media planning meetings.
• Ensure all CRM work is integrated with partnership marketing, loyalty, and media strategies.
• Work with Legal, Compliance, and internal teams to ensure all CRM comms meet POPIA and brand guidelines.
• Support product and customer service initiatives through operational comms and engagement flows.

Creative &Content Collaboration

• Translate campaign strategy into content briefs in collaboration with copywriters and designers.
• Review and approve creative across all CRM touchpoints, ensuring fit-for-purpose content and best-practice layout.
• Advocate for clear, concise, and mobile-optimised messaging.

Performance and Reporting

• Track campaign results using Braze, GA4, and other reporting tools.
• Develop testing plans and optimise campaigns using A/B tests, variants, and targeting logic.
• Generate post-campaign insights to inform future planning and continuous improvement.                                                                                                                      

WHO YOU ARE?

Strategic and detail-oriented thinker with strong problem-solving ability. Highly organised, proactive and deadline-driven, able to lead and mentor teams while managing campaigns at scale. Comfortable delegating, overseeing day-to-day execution and supporting team development.

Our values show up in how we think, build, and make choices that make an impact. We are building a culture that drives progress; one that fixes friction, chases what changes, and owns the outcome. We design with tomorrow in mind, ask sharper questions, and answer them with care, urgency, and systems that scale.

Think you’ve got energy, curiosity, and guts? Come hold the space, make it matter, and own a breakthrough.