Client Relationship Manager

Tsogo Sun Digital.; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Tsogo Sun Digital is seeking a CRM Manager to shape player lifecycle, retention, promotions and loyalty across sports betting and iGaming. You will lead omni-channel CRM initiatives, from journeys to automation, to drive activation, protect margins and improve retention quality.

The role demands strategic thinking and hands-on execution across email, SMS, push, onsite messaging and promotions, with a focus on AI-driven timing and personalisation.

Qualifications

• 8+ years in CRM, retention or lifecycle marketing in high-frequency digital environments.
• Hands-on experience with modern CRM platforms.
• Experience with Optimove, Smartico, Playtech or Panacea is advantageous.
• Strong understanding of journeys, lifecycle communication, segmentation and automation.

Responsibilities

• Design and optimise automated player journeys across onboarding, activation and retention.
• Run high-performing promotional CRM across email, SMS, push and onsite channels.
• Build and improve bonus, rewards and promotional campaigns with ROI focus.
• Manage day-to-day CRM trading across promotions and lifecycle communications.
• Shape transactional CRM across registration, deposits, KYC and key events.
• Develop stronger segmentation and personalisation using player data.

Skills

CRM strategy

Lifecycle marketing

Segmentation

Automation

Channel management

Analytics

Education

B-degree or Diploma in Marketing

Tools

Optimove

Smartico

Playtech

Panacea

Job description

Can you look at a player base and instantly see where the value is hiding?

Where the first deposit journey is leaking.

Where offers are too generic.

Where bonus spend is doing too much heavy lifting.

Where lifecycle momentum is fading too early.

Where retention logic is leaving revenue on the table.

Where the right trigger, message, offer or journey could change the outcome.

And not just see it - know how to fix it.

Tsogo Sun Digital is looking for a CRM Manager to help shape the future of player lifecycle, retention, promotions and loyalty across our sports betting and iGaming business.

This is a role for someone who understands that CRM is not a send calendar. It is not a reporting dashboard. It is not a volume game.

At its best, CRM is one of the sharpest commercial levers in the business. It drives activation. It protects margin. It improves retention quality. It makes promotional spend work harder. It lifts player value. It turns data, timing and judgement into real commercial outcomes.

That is the level we are hiring for.

At Tsogo Sun Digital, you will join a fast-growing digital business operating in one of the most dynamic categories in market. You will get the pace, complexity and opportunity of a scaling digital operation, backed by the strength, reach and legacy of one of South Africa’s most established gaming and entertainment groups.

That combination matters.

It means you are not joining a business that is standing still.

And you are not joining one that has to build credibility from scratch.

You get the energy and opportunity of a business pushing forward, with the backing, footprint and real-world customer ecosystem that opens the door to something bigger - including longer-term omnichannel CRM opportunities across digital, loyalty, venue touchpoints and broader customer experience.

We are looking for someone who can lead both the thinking and the doing. Someone who can sharpen lifecycle strategy, improve promotional efficiency, strengthen automation, bring more intelligence into segmentation and testing, and still stay close enough to execution to ensure the CRM engine performs properly every day across email, SMS, push, onsite messaging, promotions, bonus campaigns, tactical bursts and always-on journeys.

Examples of what you’ll work on

• Designing and optimising automated player journeys across onboarding, first deposit, activation, retention, churn prevention, reactivation, loyalty and VIP development
• Running high-performing promotional CRM across email, SMS, push, onsite and other owned channels
• Building and improving bonus, free bet, reward and promotional campaigns with stronger commercial discipline and better ROI
• Managing day-to-day CRM trading across tactical offers, major sporting moments, iGaming promotions and always-on lifecycle communications
• Shaping transactional CRM across registration, deposit, failed deposit, KYC, withdrawals, bonus expiry and key player events
• Building stronger segmentation and personalisation using player behaviour, value, product preference and lifecycle state
• Using AI and predictive thinking to improve timing, relevance, churn management, content variation and operational efficiency
• Driving reporting, testing, incrementality and commercial accountability across the CRM programme
• Exploring how digital CRM can connect more intelligently with wider omnichannel customer journeys over time

What we’re looking for

• 8+ years’ experience in CRM, retention or lifecycle marketing, ideally within sports betting, iGaming or another high-frequency digital environment
• Strong hands-on experience with modern CRM and lifecycle platforms
• Experience with tools such as Optimove, Smartico, Playtech, Panacea or similar is highly advantageous
• Strong understanding of player journeys, lifecycle communication, segmentation and automation
• Strong commercial understanding of bonus structures, free bets, player value, retention economics and campaign ROI
• Confidence across key channels including email, SMS, push, onsite and triggered communications
• Strong reporting and analytical ability, with comfort interpreting campaign, cohort, incrementality and player-value data
• Practical appreciation for how AI can improve CRM performance, speed and sophistication
• Experience in sports betting and iGaming is a major advantage, and if you have already operated in that world, we would be especially keen to talk to you

Required Minimum Education / Training

• Relevant B-degree or Diploma in Marketing, Commerce, Analytics, Communications, Business or a related field preferred

Why this role stands out

• You’ll help shape the future of CRM at Tsogo Sun Digital
• You’ll work in a category where CRM genuinely moves the business
• You’ll have room to build, sharpen and modernise rather than just maintain
• You’ll join a fast-growing team with the chance to make visible commercial impact
• You’ll work on the kind of CRM challenge strong operators actually care about - journeys, automation, bonus ROI, loyalty, gamification, player value, AI and growth
• You’ll have the opportunity to think beyond digital-only CRM and help shape more connected omnichannel customer journeys over time

If you naturally think in journeys, triggers, value, bonus efficiency, retention levers and commercial outcomes - and you want to make a real mark on a business with momentum - we’d love to hear from you.