CRM Delivery 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 CRM Delivery Manager is the primary business-facing delivery lead responsible for translating strategic demand from Loyalty, Retail, Digital, Dis-Chem Life, Dis-Chem Health, Biogen, and other customer-facing business areas into a prioritised, governed, and executable CRM roadmap.The role combines Demand Management, Portfolio Governance, Roadmap Ownership, and Project Delivery disciplines. While project coordinators and delivery resources manage day-to-day execution, this role owns the end-to-end portfolio view: executive reporting, dependency management, prioritisation, delivery health, and stakeholder alignment across all concurrent workstreams. The role combines Demand Management, Portfolio Governance, Roadmap Ownership, and Project Delivery disciplines. While project coordinators and delivery resources manage day-to-day execution, this role owns the end-to-end portfolio view: executive reporting, dependency management, prioritisation, delivery health, and stakeholder alignment across all concurrent workstreams.

WHAT WE'RE LOOKING FOR?

• 7 to 10 years in Project, Programme, or Delivery Management, with meaningful experience in digital product or technology environments.
• Relevant tertiary qualification in Business, Information Technology, Computer Science, or a related field.
• Proven experience managing roadmaps, delivery portfolios, and strategic initiatives in a complex, multi-stakeholder environment.
• Demonstrated experience within CRM, Loyalty, MarTech, Digital Product, Retail, eCommerce, or Customer Experience environments.
• Track record managing high-volume BAU delivery alongside concurrent strategicx programme delivery.
• Strong background in stakeholder management, governance, and executive reporting.
• Experience coordinating delivery across multiple internal teams and external agency partners simultaneously.
• Proven ability to translate business requirements into structured technical requirements for delivery teams.
• Working knowledge of Braze or an equivalent CRM platform (Salesforce Marketing Cloud, Adobe Campaign) sufficient to hold credible technical conversations, covering data models, audience segmentation logic, API integration patterns, and the factors that make a request complex or straightforward. Hands-on configuration capability is not required. (Advantageous) Direct platform operation experience.
• (Advantageous) Agile delivery experience – Scrum, Kanban, SAFe, or hybrid frameworks.
• (Advantageous) PMP, PRINCE2 Practitioner, or equivalent Project/Programme Management certification. Braze Marketer or Practitioner certification advantageous.

WHAT YOU WILL BE DOING?

• Own and govern a formal CRM intake process across all business units. Assess and prioritise incoming requests against strategic objectives, capacity constraints, and business value. Facilitate requirement-gathering sessions and translate business needs into clearly documented functional and technical requirements. Maintain a transparent, up-to-date view of team capacity and proactively flag when incoming demand is not achievable within committed timelines. Provide structured pushback with reasoning when requests are unrealistic, and negotiate sequencing or scope adjustments with business stakeholders before commitments are made.
• Lead the discovery and shaping of CRM initiatives by partnering with stakeholders to understand business objectives, define requirements, assess feasibility, effort and dependencies, and translate opportunities into prioritised CRM solutions that meet agreed readiness criteria before entering delivery.
• Own and maintain the CRM delivery roadmap as the single source of truth. Facilitate quarterly roadmap planning workshops. Produce executive dashboards and portfolio status reports. Present roadmap updates, risks, milestones, and delivery forecasts to executive level and stakeholders. Maintain a 12-month forward view of the CRM programme, making sequencing decisions and surfacing dependencies early enough to avoid downstream delivery failures. Translate this horizon view into actionable quarterly commitments aligned to Xbl's QBR cadence.
• Manage CRM initiatives from concept through deployment. Coordinate delivery across internal teams and partners. Track milestones, risks, and dependencies. Facilitate sprint planning, QBRs, and cross-team alignment sessions within Xbl's established delivery cadence. Maintain decision registers and delivery artefacts aligned to Xbl's ways of working.
• Work with technical teams to define CRM solution requirements including data, audience, integration, and reporting specifications. Support the design of new lifecycle programmes, automations, and personalisation initiatives. Coordinate QA across all campaigns and journeys before deployment. Engage credibly with engineers on data ingestion, audience logic, and journey complexity. Sufficient awareness of the broader technology landscape, including data event pipelines and enterprise systems of record, to understand upstream dependencies, probe feasibility claims, and identify where estimates may be optimistic.

WHO YOU ARE?

• Strong understanding of programme, portfolio, and delivery management disciplines. Conversational fluency with Braze or equivalent CRM platforms, covering data models, segmentation, and integration patterns. Hands-on operation is not required. General awareness of how enterprise technology landscapes, including data event pipelines and systems of record, create upstream dependencies and release constraints that affect CRM delivery.
• Strong analytical and structured thinking. Ability to assess complex delivery portfolios, identify dependencies, sequence workstreams, and make evidence-based prioritisation recommendations.
• Understands how delivery governance and roadmap management contribute to business outcomes. Translates technical delivery information into business language for executive audiences.
• Able to translate business requirements into technical specifications for delivery teams. Manages expectations and builds credibility with technical and non-technical stakeholders alike.
• CRM Platforms: Conversational fluency with Braze required (data model, segmentation, API patterns, journey complexity). Equivalents: Salesforce Marketing Cloud, Adobe Campaign. Hands-on operation (Advantageous).

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.