Head of Data & CRM

Head of Data & CRM

Location: Franschhoek (on-site)

Type: Full-time

About the Company

Our client operates at the intersection of digital technology, data, AI, and CRM, supporting a global portfolio of luxury ecommerce, hospitality, and retail brands. This includes well-established estates across South Africa, the United Kingdom, Italy, Greece, and the Netherlands. Their team designs and manages the digital infrastructure that underpins these businesses - from ecommerce platforms and mobile applications to booking systems and CRM capabilities. Data and AI are central to how customer behaviour is understood, operations are optimised, and strategic decisions are made.

Role Overview

Our client is seeking a Head of Data & CRM to lead the strategic use of data across their portfolio of ecommerce and hospitality brands. This role sits at the intersection of data, commercial strategy, and technology. The successful candidate will oversee the data function, ensuring that data is reliable, accessible, and effectively used to inform decision-making across marketing, operations, and digital platforms.

The role includes leading a small, high-performing Data & CRM team, while working closely with engineering, product, and business stakeholders across multiple regions. It combines strategic leadership with hands-on analytical involvement, suited to someone who can translate complex data into practical, business-driven insights.

Key Responsibilities

Data Strategy & Leadership

• Define and drive the data strategy across digital platforms and supported estates

• Lead, mentor, and develop a Data & CRM team

• Establish best practices for data governance, modelling, and analytics

• Foster a data-driven culture across product, marketing, and operational teams

• Partner with business stakeholders to guide data-informed marketing and sales strategies

• Manage and prioritise the data roadmap across projects and analytical initiatives

• Ensure compliance with data privacy regulations, including GDPR and POPIA

Analytics & Insights

• Translate complex datasets into clear, actionable insights

• Define and track performance metrics across ecommerce and hospitality operations

• Develop and maintain dashboards, reporting frameworks, and analytical models

• Deliver strategic insights across areas such as customer behaviour, sales performance, pricing, marketing effectiveness, and operational initiatives

Stakeholder Engagement

• Collaborate with leadership, product, and engineering teams across regions

• Facilitate discussions to identify data needs and prioritise deliverables

• Communicate insights effectively to both technical and non-technical audiences

• Conduct ad hoc analysis to support key business decisions

Data Platform & Infrastructure

• Support the development of scalable, secure data pipelines and architecture

• Ensure systems enable efficient and accurate decision-making

• Oversee data integration across ecommerce, CRM, and operational systems

AI & Advanced Analytics

• Identify opportunities to apply AI and machine learning within the business

• Encourage the use of AI tools to enhance analytical processes

• Support the development of predictive and advanced analytical models

• Master’s degree in a quantitative field (e.g. Data Science, Statistics, Computer Science, Engineering, Economics)

• 5–10 years’ experience in data analytics, data science, or related leadership roles

• Proven experience managing or mentoring data professionals

• Strong SQL skills and experience working with large datasets

• Experience with BI and data visualisation tools

• Ability to translate data into commercially relevant insights, particularly within a marketing context

• Comfortable operating at both strategic and operational levels

Personal Attributes

• Strong communication skills, with the ability to simplify complex data

• Confident and supportive leader

• Able to influence stakeholders and drive a data-led culture

• Comfortable in a fast-paced, evolving environment

• Curious, analytical, and commercially minded

• Open to leveraging AI to enhance decision-making and workflows

Technology Stack

• CRM: HubSpot

• Data Warehouse: Google BigQuery

• BI Tools: Tableau, Looker Studio, Google Analytics, Power BI, Zenlytic

• Flexible working hours (core hours: 09:00–15:00)

• Generous training and development budget

• Discount across retail, hospitality, and online offerings

• Choice of equipment

• Access to estate facilities, including gym and recreational spaces

• Complimentary daily lunch

• Regular team events and social activities