CRM Loyalty Manager

Department: Marketing

Position: CRM & Loyalty Manager

Purpose of the job:

Developing and implementing customer relationship management in a fast-paced leisure and gaming environment. The goal is to build and strengthen relationships with target customers, leading to a loyal and engaged customer base and an increased market share. Lead the development and implementation of the loyalty rewards framework.

Essential job function:

  • Developing & enhancing the existing multichannel CRM programme to create a deeper relationship with customers.
  • Through customer insight, build a complete picture of customer motivations, attitudes & behaviours, to help to build more targeted customer segmentations and to execute retention marketing activity.
  • Increase customer engagement, drive down churn and increase customer lifetime value.
  • Manage the Loyalty Programme.


  • Grade 12
  • Degree/National Diploma in Marketing or equivalent qualification
  • Gaming experience will be an advantage.


  • 3-4years experience in a CRM role, with strategic, operational and tactical capability.
  • Experience of customer segmentation is vital and also an in-depth knowledge of Excel or reporting software.
  • Experience with SQL/SPSS is desirable but not essential.
  • Strong understanding of building customer journeys and the campaign delivery process
  • Experience of management of retention and promotion activity
  • Experience and knowledge of customer loyalty programmes
  • Experience creating marketing campaigns targeted at consumers

Job requirements:

  • Overseeing the day-to-day running of the Emerald Rewards programme
  • Design marketing campaigns with focus on retention and repeat visitation
  • Implement tactics to maximise revenue and minimise churn among existing customer bases
  • Analyse and report monthly usage patterns, churn, customer retention, promotion projects and loyalty programme performance
  • Managing and optimising life cycles
  • With other teams, create and launch acquisition, retention and re activation campaigns/programmes, driving loyalty and revenue
  • Build relationships with other business functions
  • Provide guidance to peers; provide feedback, coaching, training and development
  • Database management.

If interested in applying for this position, please bring CV with all relevant certificates/qualifications attached, accompanied by the signed internal application form in hard copy to Lekhetho Seleki at HR office or email them to

Closing Date: 18 March 2020

Whilst all applications will be carefully considered, only short-listed applicants will be contacted & should you not be contacted by the 30th of April 2020, please consider your application to be unsuccessful.

Emerald Resort & Casino is an equal-opportunity employer.