Job Description
- The Customer Growth Manager is responsible for developing, executing, and optimising strategies and campaigns that retain, grow, and maximise lifetime value of Spur Group’s rewards member segments.
- The role owns the end-to-end growth agenda for our loyalty segments with a strong focus on our high value customers, spanning strategy, annual planning, brand-led initiatives, growth-led campaigns, and structured experimentation. A strong emphasis is placed on test-and-learn methodologies, data-driven decision-making, and measurable commercials.
Key Roles and Responsibilities
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 Roles and Responsibilities
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.
- Experience presenting insights and recommendations to senior leadership.
Closing Date 21 August 2026
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