VIP CRM & Retention Lead

SportPesaPTY, Ltd; Cape Town; On-site; ZAR 700,000 - 900,000; Full time

Job summary

SportPesa's Cape Town office is seeking a CRM & Retention Manager to own customer retention by driving lifecycle communications across email, SMS, push and in-app messaging, and by managing VIP players.

The role blends analytical CRM expertise with relationship management, collaborating with Paid Media to align audiences and campaigns in a fast-paced gaming and entertainment environment. The ideal candidate has 3–5 years in CRM/retention and strong data-driven decision making.

Qualifications

• 3–5 years' experience in CRM, retention marketing or player/account management, with direct exposure to VIP or high-value customer management.
• Practical experience with CRM/messaging platforms (Optimove, Xtremepush, Salesforce, Insider or similar).
• Strong understanding of segmentation, automation and reporting frameworks.
• Working understanding of the advertising/media landscape, how paid and CRM audiences interact, and how to brief media on retargeting or reactivation needs.
• Analytical mindset with experience in A/B testing and campaign performance analysis.
• Confident, professional communicator, comfortable managing relationships with high-value clients.
• Knowledge of WCGRB and ASA marketing compliance requirements (or willingness to learn).
• Customer-centric approach with strong attention to accuracy, quality, and compliance.
• Collaborative and agile, with the ability to thrive in a fast-paced environment.

Responsibilities

• Develop, plan and execute CRM, SMS and push campaigns that deliver measurable growth in open rate, CTR and conversion across all lifecycle cohorts.
• Produce content and communication calendars aligned with broader marketing initiatives and commercial calendars.
• Build audience segments by lifecycle stage, value and behaviour to deliver personalised, timely communications that improve retention, reactivation and customer lifetime value (LTV) across the mass-market base.
• Ensure all communications reflect SportPesa's brand voice and regulatory obligations.

Skills

CRM & Retention

VIP Management

AB Testing

Segmentation

Campaign Analytics

Compliance Knowledge

Cross-functional Collaboration

Communication

Tools

Optimove

Xtremepush

Salesforce

Insider

Job description

SportPesa's Cape Town office is seeking a CRM & Retention Manager to own customer retention by driving lifecycle communications across email, SMS, push and in-app messaging, and by managing VIP players.

The role blends analytical CRM expertise with relationship management, collaborating with Paid Media to align audiences and campaigns in a fast-paced gaming and entertainment environment. The ideal candidate has 3–5 years in CRM/retention and strong data-driven decision making.