Customer Value Management Specialist

1 week ago

Soweto, Gauteng, South Africa Tracker Network Full time R1 000 000 - R2 500 000 per year

Listing reference: track_001505

Listing status: Online

Apply by: 7 November 2025

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.
  • Deliver personalised, multi-channel communications (e.g., email, SMS, in-app, WhatsApp).
  • 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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