Customer Relationship Direct Marketing Manager

  • Full-time
  • Department: Staffing
  • Work Setup: Hybrid
  • Hours per Week: 40

Company Description

Who is Kindred?
Kindred are specialists in staffing marketing, creative and technology roles, offering a range of talent solutions that can be delivered on-site, remotely or hybrid.

Our vision is to make work accessible and people’s lives better. We do this by disrupting traditional employment barriers – connecting ambitious talent to flexible opportunities with trusted brands.

Job Description

Customer Relationship Management (CRM) data

  • Ensure that an internal function and/or a cross-functional customer account team maintains high-quality customer information; monitors and reviews information quality to ensure that it is fit for purpose.
  • Provide user input to the development or improvement of the customer relationship management system to ensure it meets immediate and longer-term business needs.
  • Evaluate impact of various CRM strategies in terms of increased business.
  • Ensure updates are made as and when required.
  • Assist with marketing research and leverage information stored in the CRM system.

Data collection and analysis

  • Make authoritative recommendations that have a significant impact on the business over the short and long term.
    - Recommendations could be technical or professional in nature.
  • Manage data and oversee all data transfers within the business units.
  • Use the life cycle to communicate via email, SMS or direct marketing, the marketing communication strategy, to promote new business or encourage retention and reactivation, through cross selling and upselling. 
  • Utilise customer data in order to leverage further revenue. 
  • Develop a system to deal effectively with customer complaints, ensure they are resolved and ensure complaint records are kept up to date.

Customer relationship development/Prospecting

  • Develop and implement relationship management plans for complex potential customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organisation and to enable effective two-way flow of information and resolution of issues.

Customer service

  • Lead and direct a major customer service function or department. 
    - This includes taking responsibility for planning and delivery, and for setting strategic direction within the wider business framework.
  • Improve and maximise the customer lifetime value through the application of CRM and Marketing techniques.
  • Maintain a customer touch-point life cycle, to clearly show each and every interaction the brand has with customers.

Customer experience strategy

  • Lead the implementation of the CX business plan, ensuring the right resources are in place to execute on the CX strategy across the various stages of the customer and product life cycle.
  • Lead the development of a holistic CRM strategy and incorporate sound CRM business principles.
  • Regularly present CRM strategies, performance and any other general developments, to the various organisational units.

Client and customer management (External)

  • Manage key client and customer relationships. 
    - Likely to involve using agencies to maintain customer satisfaction and loyalty.
  • Manage relationships with system provider to ensure that the system works effectively, minimise down time and meet organisational requirements.
  • Manage the relationship with the Direct Marketing service provider.

Leadership and direction

  • Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
  • Manage and oversee the Direct Marketing function of the business unit and set out clear goals to be achieved.

Operational compliance

  • Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. 
  • Identify, within the team, patterns of non-compliance with the organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
  • Oversee that data transfers are secure and compliant with current legislation.
  • Ensure NDA’s are in place with CRM system provider to secure any and all data transfers.

Work scheduling and allocation

  • Develop medium-or long-term work schedules that enable the organisation to achieve its business goals. 
  • Involves coordinating across multiple teams.
  • Plan and integrate CRM system into the call centre to improve effectiveness of agents and ensure call centre operates at maximum performance.
  • Ensure Direct Marketing efforts meet business requirements and goals.

Internal client relationship management

  • Manage relationships with strategic internal clients and act as a business partner to them, building high levels of professional credibility and mutual trust, and mobilising appropriate internal and/or external resources to support in delivering business strategy and plans.
  • Update relevant business stakeholders regarding planned CRM activity.


  • Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. 
    - Involves working with guidance from senior colleagues.
  • Actively seek to find innovative and cutting-edge ideas to maximise customer experience and leverage off the CRM system.
  • Monitor and constantly enhance all marketing and transactional communications to ensure quality and that copy/creative is up to date and the brand is appropriate and current.

Budgeting and costing

  • Develop and/or deliver budget plans with guidance from senior colleagues.
  • Manage and control the CRM and Direct Marketing budget.

Performance management

  • Manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives; acquire staff resources, develop succession plans, manage and develop staff to ensure the right people are in place to support service delivery, achieve production and performance targets at all times.


  • Relevant bachelor’s degree or equivalent (Marketing Management/CRM).
  • Relevant post graduate qualification (Advantageous).
  • 3 - 5 years’ experience in the CRM field; 3 or more years’ experience in managing external providers. 
  • Exposure to various CRM systems and platforms, particularly Salesforce Marketing Cloud.
  • Online/Digital experience.
  • 3 years’ experience in a relevant management position.

Additional Information

  • SAQA Accredited Equivalent - it is the onus of the applicant to provide the organisation and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application
  • Only applicants selected for an interview will be contacted.

Kindred is proud to be an equal opportunity employer, committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity/expression, sexual orientation, national origin, disability, age, or veteran status.

Candidates must be legally authorized to live and work in the country they are based in, without requiring sponsorship.

We appreciate your interest in this opportunity. Please note only applicants selected for an interview will be contacted.

Kindred is proud to be an equal opportunity employer, committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity/expression, sexual orientation, national origin, disability, age, or veteran status.

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