Re-advertised Specialist CRM Process & Systems

Position Overview

To manage, optimise and govern MBSA's customer communication, CRM, lead management and Salesforce ecosystem across Mercedes-Benz Cars, Customer Services and Vans. The role enables customer acquisition, lead conversion and retention, supports the Business Development Centre and sales operations, drives digital transformation initiatives, and ensures compliance with regulatory and data governance requirements.

Main Tasks

System development and enhancement projects, contact strategy implementation

• Provide input and support to IT to develop CRM and customer experience systems such as Salesforce and STS.
• Provide requirements for new developments and document processes; troubleshoot requirements and solutions with IT.
• Follow up and escalate potential areas of concern or optimisation.
• Ensure optimal data flow and accuracy through relevant systems, including testing, analysis and implementation.

Salesforce support and project execution

• Act as custodian and business owner of Salesforce.
• Support and advise on data governance topics and implement solutions and contact strategies for the marketing team.
• Manage projects end to end, including project plans and documentation.
• Monitor, analyse, maintain and optimise relevant platforms.
• Ensure efficient processes through automation and innovation, working in an agile manner aligned with team sprints.
• Ensure compliance with Mercedes-Benz security and IT standards and the POPI Act.
• Act as POPIA and compliance custodian for Marketing and Sales.

CRM

• Segment and extract data for campaigns.
• Load and create email and SMS campaigns and send customer communications on time.
• Report on campaign results.
• Support big data management, data collection, cleansing and analytics within the digital ecosystem.
• Manage Salesforce data systems with IT.
• Develop, implement and document data interface strategies to maintain a single view of the customer.
• Manage data mining processes to identify insights, predict trends and create business opportunities.
• Optimise marketing, targeting, sales and pricing processes with intelligence and innovation.

Data governance

• Develop and implement data standards on CRM systems.
• Act as departmental gatekeeper for POPI requirements.
• Serve as the MB PC point of contact for data sharing.
• Support documentation approvals for data sharing and system implementation.
• Create and maintain secure data-sharing processes.
• Ensure data accuracy and document data structure and movement.
• Perform the Salesforce data steward role, including data-cleaning routes and executions.

Specific Knowledge

• CRM
• Project management
• Data literacy
• Salesforce experience

Experience

3–5 years of relevant experience.

Qualifications

NQF Level 7 degree or diploma, preferably ND Marketing Communications or a related qualification.

Additional Information

Mercedes-Benz Southern Africa is an equal opportunity employer. Only applications submitted online will be considered. The closing date is 17 August 2026.

Benefits

• Mobile phone for employees
• Possible health benefits
• Discounts for employees
• Possible employee events