Customer Value Campaign Specialist (Call Centre)

Job Masters Pty Ltd; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a Customer Value Campaign Specialist to enhance their call centre operations in Johannesburg. This role involves conducting in-depth performance analysis, developing strategic campaign plans, and training teams on best practices to ensure seamless execution. The ideal candidate will leverage data-driven insights to drive operational efficiency and improve customer engagement. Join a dynamic team where your contributions will significantly impact customer value and retention strategies, making a real difference in the customer lifecycle management process.

Qualifications

• 3-5 years of experience in Contact Centre operations and customer engagement.
• Strong analytical skills with a focus on data-driven decision-making.

Responsibilities

• Conduct performance analysis and optimize CVM campaigns.
• Train teams on systems and processes for operational efficiency.

Skills

Campaign Performance Analysis

Data Analysis

Training and Documentation

Strategic Planning

Stakeholder Management

Education

National Diploma in Call Centre Management

Marketing Management

Tools

Advanced Excel

QlikSense

Job description

Customer Value Campaign Specialist (Call Centre) – Johannesburg.

Seeking a highly skilled Customer Value Management: Campaign Specialist to be located at Head office based in Johannesburg.

Purpose of the role:

• Campaign Performance & Analysis: Conduct in-depth performance analysis to support the design, execution, and measurement of CVM campaigns across the customer lifecycle.
• Campaign Planning & Forecasting: Develop strategic plans and accurate forecasts for CVM campaigns and promotional offers.
• Operational & Strategic Support: Drive operational efficiency and informed decision-making by analysing subscriber data, creating business cases, and conducting financial assessments.
• System & Process Training: Train outsourced contact centres and internal teams on Company systems, campaign nuances, and best practices to ensure seamless execution and scalability.

Duties & Responsibilities:

Training & Documentation:

• Train outsourced contact centres and internal teams on Company systems, products, processes and campaign nuances.
• Document standard operating procedures (SOPs) and best practices for scalability.
• Provide ongoing support and coaching to enhance operational efficiency.

Campaign Management & Performance:

• Design, plan and segment campaigns.
• Track and optimize performance to ensure consultants meet targets.
• Conduct performance analysis to improve CVM campaigns.
• Develop detailed plans and accurate forecasts for campaigns and promotions.

Stakeholder & Process Alignment:

• Liaise with Finance, Marketing, BI, and Operations to align strategies.
• Identify gaps in operational workflows to enhance efficiency.
• Act as the primary contact for system-related queries, troubleshooting & processes.

Data-Driven Strategy & Analysis:

• Perform subscriber analysis and create business cases to support strategic decisions.
• Engage in churn forum discussions.
• Identify ARPU enhancement opportunities through data analysis.
• Track and report on CVM campaigns to manage the customer lifecycle.
• Present data-driven business case propositions for campaign optimization.
• Implement strategies to enhance customer value, customer experience and retention.

Minimum Requirements:

• National Diploma in Call Centre Management, Marketing Management or a related field. NQF level 6 qualification.
• FAIS and/or RE5 Advantageous
• Minimum of 3 – 5 years of Contact Centre experience in commercial operations/revenue generating environments and customer engagement initiatives, leveraging data-driven insights for decision-making.
• Experience in campaign performance analysis and forecasting.
• Background in training teams on systems and processes, ensuring operational efficiency and scalability.
• Track record demonstrating strong analytical, operational and business strategy skills.
• Track record demonstrating proficiency in working with large datasets using tools such as advanced Excel & QlikSense.
• Track record demonstrating ability to communicate findings effectively, both verbally and visually.
• Track record demonstrating ability to analyse qualitative and quantitative data and use that data to develop an understanding of market & consumer behaviour to recommend an appropriate treatment plan.
• Excellent understanding of Company systems, products and processes will be advantageous.