CRM & Loyalty Growth Lead

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

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