Customer Growth Manager

SET Recruitment Consultants; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

SET Recruitment Consultants is seeking a Customer Growth Manager in Cape Town, South Africa, to lead customer relations and marketing initiatives within a prominent hospitality and retail group. The role encompasses developing growth strategies, managing stakeholder relationships, and optimizing campaigns for high-value segments.

The ideal candidate will have extensive experience in CRM and lifecycle marketing, demonstrating strong analytical skills and the ability to translate insights into actionable growth plans.

Qualifications

• 6–8+ years in CRM, lifecycle marketing, loyalty, or growth roles.
• Hands-on experience with customer segmentation models and lifecycle planning.
• Proficient in financial/budget tracking and reconciliation.

Responsibilities

• Drive customer relations and marketing initiatives.
• Develop annual and quarterly growth plans for high-value segments.
• Measure retention and present insights to stakeholders.

Skills

Analytical skills

A/B testing expertise

Strategic insight translation

Stakeholder management

Data and brand integration

Education

Bachelor’s degree in Marketing, Commerce, Business Management, Data Analytics

CRM, loyalty, growth, or analytics certifications

Job description

Join a leading hospitality/Retail group dedicated to delivering exceptional guest experiences and innovative customer engagement strategies. We are seeking a dynamic Customer Growth Manager to drive customer relations and marketing initiatives, contributing to our continued success and expansion.

High-Value Segment Strategy & Ownership

• Own the Loyals and Champions segment strategy, value propositions, objectives, and KPIs.
• Translate customer insights (RFM, frequency, spend, tenure) into actionable growth initiatives.
• Identify opportunities to migrate customers from Loyal to Champion while reducing churn.

Annual & Quarterly Growth Planning

• Develop annual and quarterly growth plans for high‑value segments.
• Balance brand‑led and growth‑led initiatives based on commercial impact and learning value.

Brand‑Led & Growth‑Led Campaigns

• Lead high‑value customer campaigns including exclusivity, recognition, and personalised offers.
• Partner with Brand Teams to elevate brand campaigns for Loyals and Champions.

Experimentation, Testing & Optimisation

• Design and execute A/B and multivariate tests using hypothesis‑driven frameworks.
• Translate test learnings into scalable optimisation playbooks.

Performance Measurement & Insights

• Measure retention, frequency, spend and lifetime value uplift.
• Present clear, actionable insights to senior stakeholders.

Stakeholder Management & Governance

• Act as the single point of accountability for high‑value segment growth.
• Ensure governance, brand compliance, and accurate documentation.

Stakeholder Management

• Report campaign outcomes, insights, and risks to internal stakeholders.
• Liaise with marketing, IT, operations, finance, and customer care teams to ensure alignment and smooth campaign execution.
• Manage expectations by providing accurate timelines, progress updates, and presenting post‑campaign reviews.
• Communicate campaign status proactively, including updates, potential delays, risks, and required escalations.

Governance & Quality Control

• Ensure campaigns comply with internal policies, legal requirements, and brand standards.
• Maintain accurate documentation of campaign rules, approvals, and configurations.
• Support risk and fraud mitigation by flagging unusual campaign behaviour or trends.
• Process campaign‑related invoices and ensure accurate budget tracking, reconciliation, and financial reporting.
• Manage campaign budgets, ensuring spend is aligned to approved allocations and highlighting any variances in advance.

Key Deliverables / KPIs

• Improved retention of high‑value segments, with a measurable reduction in churn and downgrades among Loyals and Champions.
• Growth in customer value, evidenced by increased visit frequency, average spend, and lifetime value for target segments.
• Successful migration of customers up the value segements.
• Demonstrable impact from experimentation, including completed A/B tests with clear hypotheses, learnings, and scaled outcomes.
• High‑quality insight and recommendations, influencing future strategy, campaign planning, and brand‑led initiatives.

Skills

• Advanced analytical and problem‑solving capabilities
• Proven experience designing and evaluating A/B tests and experiments
• Ability to translate insight into strategy and scalable execution
• Strong stakeholder management and storytelling skills
• High comfort working at the intersection of data, brand, and customer experience

Education

• Bachelor’s degree in Marketing, Commerce, Business Management, Data Analytics, or related field
• Advantageous: CRM, loyalty, growth, or analytics certifications

Experience

• 6–8+ years’ experience in CRM, lifecycle marketing, loyalty, or growth roles
• Proven experience working with customer segments
• Hands‑on experience with experimentation frameworks and performance optimisation
• Experience working in multi‑brand, retail, hospitality, or consumer‑facing environments
• Comfortable presenting commercially focused insights to senior stakeholders
• Experience developing customer segmentation models or lifecycle planning.
• Experience in financial/budget tracking and reconciliation.