Growth & Retention Executive

Key Responsibilities

• Research, evaluate and select an appropriate customer support platform.
• Lead the setup, configuration and integration of customer support systems.
• Implement and optimise platforms such as Gorgias, Zendesk, Freshdesk or similar.
• Develop automated customer service workflows to improve efficiency and response times.
• Integrate support systems with Shopify and other relevant e-commerce platforms.

• Design, build and manage automated WhatsApp marketing funnels.
• Create customer engagement, retention and reactivation sequences.
• Implement automation using platforms such as WATI, Respond.io, Klaviyo or Omnisend.
• Develop customer segmentation and personalised messaging workflows.
• Monitor campaign performance and optimise customer engagement and retention.

• Identify operational inefficiencies and opportunities for automation.
• Build and implement automated workflows using Zapier, Make, n8n or similar tools.
• Integrate systems across customer service, marketing and e-commerce operations.
• Develop scalable processes to reduce manual administration and improve productivity.
• Maintain and continuously improve existing automations.

• Support paid advertising campaigns across Meta and Google Ads.
• Review campaign performance, conversion metrics and return on investment.
• Collaborate with the marketing function to improve campaign effectiveness.
• Assist with growth initiatives, customer acquisition and retention strategies.
• Use performance data to identify opportunities for optimisation.

• Support day-to-day operations across Shopify, Takealot and Amazon.
• Assist with marketplace integrations and operational improvements.
• Support international expansion initiatives, particularly within the US market.
• Contribute to Amazon marketplace operations and related processes.
• Develop systems that support increased order volumes and customer growth.

Experience & Requirements

• Approximately 2–5 years of experience in e-commerce operations, growth operations, marketing operations, customer experience operations or a related field.
• Proven hands-on experience building and implementing operational systems or automation workflows.
• Experience with at least one of the following:
• Customer support platform selection, implementation and integration.
• WhatsApp, SMS or email marketing automation funnels.
• Business process automation using Zapier, Make, n8n or similar tools.
• Working knowledge of Shopify and e-commerce marketplace operations.
• Familiarity with Takealot Seller Portal and/or Amazon Seller Central.
• Understanding of customer retention, CRM workflows and automated communications.
• Exposure to Meta Ads and Google Ads, including the ability to interpret campaign performance.
• Strong analytical, problem-solving and organisational skills.
• Ability to independently manage projects from initial planning through implementation.
• Willingness to work on-site in Paarden Eiland, Cape Town, during the probation period.

Candidates should submit an updated CV and be prepared to share practical examples of systems, automation workflows, customer support implementations or marketing funnels they have personally built.

Examples may include screenshots, workflow diagrams, project portfolios or short Loom demonstrations.

Please note: This is a hands-on implementation role rather than a purely creative marketing, strategic consulting or senior team management position. Applicants must be comfortable independently building and managing systems.

• Experience with Gorgias, Zendesk or Freshdesk.
• Experience with WATI, Respond.io, Klaviyo or Omnisend.
• Previous exposure to Amazon US marketplace operations.
• Experience working within a growing direct-to-consumer (D2C) brand.
• Knowledge of the pet wellness, health or supplement industries.
• Strong Excel or Google Sheets skills, including reporting and basic data modelling.
• Experience building integrations between multiple business platforms.

Ideal Candidate Profile

The successful candidate will be a proactive, resourceful and technically capable individual who enjoys turning ideas into functioning systems.

They should demonstrate:

• A strong hands-on approach to building and implementing solutions.
• A genuine interest in automation, systems integration and process improvement.
• The ability to work independently with minimal supervision.
• Comfort working within a small, entrepreneurial and fast-moving team.
• Strong commercial awareness and an understanding of operational efficiency.
• Excellent communication and stakeholder management skills.
• Flexibility to manage multiple priorities across customer support, marketing and operations.
• A results-driven mindset, with the ability to measure the impact of implemented solutions.

Key Objectives – First 90 Days

Within the first three months, the successful candidate will be expected to:

1. Customer Support Platform: Select, configure, integrate and launch a fully operational customer support system.
2. WhatsApp Marketing Funnel: Build and activate automated customer communication and retention workflows with measurable results.
3. Business Automation: Identify key operational inefficiencies and establish a prioritised automation roadmap, with implementation underway.
4. Growth Support: Begin contributing to paid media optimisation, marketplace operations and international growth initiatives.

What Makes This Opportunity Exciting?

• Join a growing e-commerce business with international expansion ambitions.
• Take ownership of systems and automation projects from the ground up.
• Work directly with senior leadership and influence operational improvements.
• Gain exposure to customer experience, marketing technology, e-commerce and international marketplaces.
• Make a measurable impact on business efficiency, customer retention and growth.
• Enjoy the potential for hybrid working following successful completion of probation.