CRM (Customer Relations Manager) AND LOYALTY MANAGER

Clicks Group Limited; Sandton; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Clicks Group Limited is seeking a CRM (Customer Relations Manager) and Loyalty Manager to develop and execute the customer relationship and loyalty strategy across Sorbet brands. The role focuses on strengthening guest relationships, increasing retention, driving visit frequency and growing customer lifetime value through data-driven marketing and personalised communication.

You will own the CRM ecosystem, customer database, loyalty programme, and direct channels to deliver relevant experiences

Qualifications

• Bachelor’s degree in Marketing, Business or a related field.
• 4–6 years experience in CRM, loyalty or customer lifecycle marketing.
• Experience managing CRM platforms and marketing automation tools.
• Strong experience in customer segmentation and data-driven marketing.
• Experience managing loyalty programmes is advantageous.

Responsibilities

• Develop and implement the CRM strategy across all Sorbet brands.
• Design and manage the customer lifecycle journey from acquisition to retention and reactivation.
• Use customer data and insights to drive personalised and targeted communications.
• Identify opportunities to increase visit frequency, basket size and guest lifetime value.
• Implement lifecycle campaigns including welcome journeys, retention campaigns, reactivation and anniversary communications.
• Manage and optimise the Sorbet loyalty programme to drive guest engagement and retention.
• Develop loyalty strategies that reward frequency, spend and brand advocacy.
• Analyse loyalty performance and evolve the programme to increase participation and revenue.
• Integrate loyalty initiatives into promotional campaigns and in-store experiences.
• Drive growth in loyalty membership and active participation.
• Plan and execute CRM campaigns across email, SMS, WhatsApp and app notifications.
• Ensure communications are personalised and aligned to brand campaigns and priorities.
• Develop segmentation strategies for targeted messaging.
• Continuously optimise campaign performance through testing and learning.
• Manage and maintain the customer database ensuring data accuracy and integrity.
• Analyse customer behaviour and engagement to generate insights.
• Develop customer segmentation models to support targeted marketing.
• Provide regular reporting on CRM performance and trends.
• Translate insights into recommendations to improve guest engagement.

Skills

Analytical thinking

Customer-centric

Strategic planning

Data interpretation

Project management

Communication

Attention to detail

Results orientation

Cross-functional collaboration

Education

Bachelor’s degree in Marketing/Business or related field

Tools

CRM platforms

Marketing automation tools

Job description

CRM (Customer Relations Manager) AND LOYALTY MANAGER

Listing reference: click_027257

Listing status: Online

Apply by: 15 October 2026

Position summary

Industry: Wholesale & Retail Trade

Job category: Marketing Management

Location: Woodmead

Contract: Permanent

Remuneration: Market related

EE position: Yes

About our company

Clicks Group

Introduction

The CRM & Loyalty Manager is responsible for developing and executing Sorbet's customer relationship and loyalty strategy across all brands. The role focuses on strengthening guest relationships, increasing retention, driving visit frequency and growing customer lifetime value through data-driven marketing and personalised communication.This role owns the CRM ecosystem, customer database, loyalty programme, and direct communication channels to ensure Sorbet delivers relevant, timely and engaging experiences to guests across the customer lifecycle

KEYTASKSAND RESPONSIBILITIES

CRM Strategy & Customer Lifecycle

• Develop and implement the CRM strategy across all Sorbet brands.
• Design and manage the customer lifecycle journey from acquisition to retention and reactivation.
• Use customer data and insights to drive personalised and targeted communications.
• Identify opportunities to increase visit frequency, basket size and guest lifetime value.
• Implement lifecycle campaigns including welcome journeys, retention campaigns, reactivation and anniversary communications.

Loyalty Programme Management

• Manage and optimise the Sorbet loyalty programme to drive guest engagement and retention.
• Develop loyalty strategies that reward frequency, spend and brand advocacy.
• Analyse loyalty performance and continuously evolve the programme to increase member participation and revenue contribution.
• Integrate loyalty initiatives into promotional campaigns and in-store experiences.
• Drive growth in loyalty membership and active participation

CRM Campaign Management

• Plan and execute CRM campaigns across direct communication channels including email, SMS, WhatsApp and app notifications.
• Ensure communications are personalised, relevant and aligned to brand campaigns and commercial priorities.
• Develop segmentation strategies to deliver targeted messaging across different guest groups.
• Continuously optimise campaign performance through testing, analysis and learning.

Customer Data & Insights

• Manage and maintain the customer database ensuring data accuracy and integrity.
• Analyse customer behaviour, spend patterns and engagement to generate actionable insights.
• Develop customer segmentation models to support targeted marketing.
• Provide regular reporting on CRM performance, campaign results and customer trends.
• Translate insights into recommendations that improve guest engagement and business performance.

Guest Retention & Revenue Growth

• Develop strategies to increase guest retention and reduce customer churn.
• Identify opportunities to drive repeat visits and increased spend through CRM initiatives.
• Partner with brand teams to ensure CRM supports promotional campaigns and business objectives.
• Use CRM insights to inform marketing strategy and guest experience improvements.

CRM Platform & Technology Management

• Manage CRM and marketing automation platforms.
• Work with internal teams and external partners to optimise CRM technology and capabilities.
• Ensure integration with booking systems, loyalty platforms and customer data systems.

KEY COMPETENCIES:

• Strong analytical and data interpretation skills.
• Customer-centric mindset.
• Strategic thinking with strong execution capability.
• Ability to translate data into actionable insights.
• Strong project management skills.
• Excellent communication and stakeholder management.
• High attention to detail.
• Results oriented and accountable.
• Ability to work collaboratively across teams.

EDUCATION AND EXPERIENCE:

• Bachelor's degree in Marketing, Business or a related field.
• 4-6 years experience in CRM, loyalty or customer lifecycle marketing.
• Experience managing CRM platforms and marketing automation tools.
• Strong experience in customer segmentation and data-driven marketing.
• Experience managing loyalty programmes will be advantageous.
• Proven ability to drive retention, engagement and customer value