Customer Value Management Specialist

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.

• 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.
• 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.
• 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.
• Medical Aid
• Provident Fund

#J-18808-Ljbffr