Customer Value Management Specialist

5 days ago

Gauteng, South Africa Tracker South Africa Full time

**Listing reference**: track_001505
- **Listing status**: Online

**Position summary**:

- **Industry**:IT & Internet- **Job category**:Customer Service-
- **Location**:Gauteng- **Contract**:Permanent-
- **Remuneration**:Market Related- **EE position**:Yes

**Introduction**:
Tracker has an opportunity for a Customer Value Management Specialist ( CVM) who will be responsible for designing and executing data-driven customer lifecycle, retention, and value strategies across all Tracker customer markets and segments — Business to consumer(B2C), Business to business(B2B), and Value-Added Products (VAPs) — and to manage end-to-end campaign execution. This role aims to reduce churn, increase customer lifetime value, and drive sustainable revenue growth through proactive engagement, tailored propositions, and performance optimisation.

**Job description**:

- Design and implement customer lifecycle strategies across Business to consumer(B2C) and Business to business (B2B) segments.
- Support onboarding, engagement, retention, and growth.
- Map and optimise end-to-end customer journeys, identifying high-value and at-risk segments to drive targeted interventions.
- Lead the planning, segmentation, execution, and optimisation of Customer Value Management(CVM) campaigns.
- Ensure alignment with business goals and customer needs.
- Establish and maintain SOPs for campaigns and train contact centres.
- Train internal teams on campaign mechanics and best practices.
- Develop and manage proactive retention frameworks, including churn prediction models, early warning systems, and save campaign strategies.
- Improve engagement and reduce churn.
- Identify and execute value growth opportunities through cross-sell, upsell, bundling, and loyalty-based initiatives.
- Translate data insights into actionable strategies and continuous improvements across all customer lifecycle and CVM activities.
- Represent the voice of the customer in internal forums, ensuring that interventions reflect evolving customer needs and behaviours.
- Collaborate cross-functionally with Product, Commercial, BI, Finance, Data Science, Sales, Operations, Marketing, and Customer Experience teams
- Create compelling value offers, monitor key performance metrics (e.g., CLV, churn, save rates, ROI), and ensure alignment on strategic goals and integrated execution.
- Participate in industry benchmarking and networking activities to bring in best practices and market insights.

**Minimum requirements**:

- NQF Level 5 certification in Sales and Marketing, Contact Centre, Project Management, Business Administration, Customer Relationship Management or a related field.
- Minimum of 6 years’ experience in sales or retention environments.
- Proven track record in leveraging data-driven insights to inform strategy.
- Customer lifecycle management, campaign execution, or customer value management (CVM) across diverse segments.
- Strong analytical, operational and business strategy skills.
- Proficiency in working with large datasets using tools such as advanced Excel & QlikSense.
- Ability to communicate findings effectively, both verbally and visually.
- Analyse qualitative and quantitative data.

**Benefits**:

- Medical Aid
- Provident Fund

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