CRM (Customer Relations Manager) AND LOYALTY MANAGER

Listing reference: 022570

Listing status: Online

Apply by: 17 November 2025

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

To lead and be responsible for the design, content, and effective measurement of all digital communications for Sorbet and its other business units, influence cross-functionally with other teams to identify and develop new and innovative methods of digital communications to maximise value (revenue and income).

Job description

Purpose of the work:

• Manage the entire customer relationship with Sorbet Brands through direct, digital and instore platforms.
• Grow the profit and turnover of all Sorbet brands through the utilisation of understanding consumer behaviour and spend and developing strategies and campaigns.
• Manage and utilize all consumer channels to drive turnover, profit, brand awareness and brand love.
• Grow store growth through increased foot traffic through current guests and new feet.
• Assist with management of all online, direct, social and digital platforms.
• Optimizing, measurement & reporting of Sorbet Group direct, digital and instore platforms (loyalty, websites, social media, SMS, email, WhatsApp, digital screens, app, google and any other customer relationship direct or digital customer channels).
• Manage all direct or digital customer channels spend, campaigns and performance.
• Manage and grow the loyalty programme, app usage and e-commerce revenue.

Position reports to: MARKETING HEAD

Minimum requirements

KEY TASKS AND RESPONSIBILITIES

• Manage the strategy and implementation of the website
• Convert website into a beauty and lifestyle format that drives educations , empowerments, insight ,

digitization (online sales and bookings), brand info and campaigns

• Content Creation
• Supplier Product Management
• Integrate with brand managers / agencies to get the most optimal and highest form of ROI
• Manage and get the highest ROI for all store GMB
• Develop toolkits for FP social media management to grow foot traffic into store
• Manage Yext platforms which include GMB, Store pages and Facebook
• Develop and execute group campaigns briefed in by the business
• Execute CRM digital campaigns briefed in my CRM
• Develop a CRM segmentation per brand
• Develop the consumer journey through analytics
• Grow basket size through CRM base
• Work with agency & brand manager on digital reports
• Build,Liaise and develop strong relationships with strategic digital partners (Facebook, Google, Twitter, etc.)

to maximize our opportunity and excel in the use of their respective platforms.

• Demonstrable experience leading and managing SEO/SEM, marketing database, email, social media

and/or display advertising campaigns

• Working knowledge of ad serving tools
• Manage and utilize the loyalty program to grow the business

• Manage the direct channels for the business and stores eg. SMS and emails

• Daily engagement (postings, responses, paid advertising & updating)

• Manage the social media company in terms of budget and workflow
• Manage social Media Complaints
• Manage all social media and digital briefs and campaigns to agency
• Develop the social media digital strategy with managers
• Manage the performance and analytics
• Grow the social media according to targets and KPI
• Lead all back end technical areas with digital agency
• Project manage all projects and campaigns that require a social media output

KEY COMPETENCIES:

• Ability to work independently, delivering on strategic direction without direct supervision
• Ability to influence others in indirect relationships
• Ability to motivate multiple stakeholders to a common goal
• Coaching peers
• Manage team in ambiguous environments
• Act with the highest integrity and lead with courage and humility
• Team player
• Results oriented
• Operate with high level of urgency and ownership
• Embrace change and motivate others to think and act differently
• Creative and Innovative
• Proven written and verbal communication skills
• Technologically advanced
• Be trendy and in the know

• Able to work in a team

• Good management skills

• Strong attention to detail

EDUCATION AND EXPERIENCE:

• Bachelor's degree in business or a related field
• 3 - 5 years working experience in marketing & digital
• Demonstrated experience in brand building principles and omni-channel media strategy
• Excellent organization skills and ability to meet tight deadlines
• Experience with budget forecasting and tracking
• Marketing Background and Proven working experience in marketing
• Tech, Digital and CRM experience(essential)