Customer Growth Manager ( Spur Corp)

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