Customer Value Management Expert

Vodacom; Johannesburg; On-site; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Incentive programs

Retirement funds

Medical aid

Cell phone allowance

Job summary

Vodacom is seeking an experienced base-management and customer-value expert to own cross-sell and upsell initiatives across consumer segments and regions. You will collaborate with Analytics, Campaign Execution, Digital, and Call Centres to design and deliver insights-led interventions.

You will lead end-to-end delivery with regional teams, evaluate performance with tests, and influence the commercial roadmap.

Qualifications

• Three-year degree in business, commerce, marketing or related discipline.
• At least five years' experience in customer value management, base management and cross-sell/upsell.
• Experience delivering measurable customer interventions and managing commercial performance.

Responsibilities

• Own the commercial performance of an assigned base-management portfolio across regions and channels.
• Design customer propositions and treatment strategies based on customer insight and channel requirements.
• Lead end-to-end delivery of base-management initiatives with cross-functional teams and partners.
• Translate portfolio priorities into executable plans with regional and channel teams.
• Evaluate portfolio and intervention performance using test-and-control, incremental value measures, and advise scaling or redesign.
• Maintain and influence the base-management commercial roadmap and present recommendations to senior stakeholders.

Skills

Base management

Customer value management

Cross-sell

Upsell

Lifecycle management

Direct marketing

Commercial analytics

Partner management

Stakeholder engagement

Presentation skills

Education

Bachelor’s degree in Business/Commerce/Marketing/Data Analytics

Tools

SQL

Excel

PowerPoint

Job description

When it comes to putting people first, we're number 1.

the number 1 Top Employer in South Africa.

Certified by the Top Employer Institute 2026.

Role Purpose/Business Unit

To own the design, delivery and optimisation of insight-led cross-sell and upsell interventions across all consumer segments, regions and channels, growing customer value and product adoption while managing call-centre partnerships and associated commercial agreements.

Your Responsibilities Will Include

• Own the commercial performance of an assigned base-management portfolio across all consumer segments, regions and channels, identifying customer-value and product-adoption opportunities and translating these into prioritised cross-sell and upsell interventions.
• Design customer propositions and treatment strategies based on customer insight, regional and channel requirements, commercial viability and channel suitability, including recommendations on eligibility, targeting, offer structure, contact approach and customer journey.
• Lead the end-to-end delivery of prioritised base-management initiatives through cross-functional teams, regional and channel teams, and call-centre partners, providing clear commercial briefs and resolving dependencies across Analytics, Campaign Execution, Digital, Retail, Contact Centres, Pricing, Finance, Product, Technology and Customer Operations
• Partner with regional and channel teams to translate portfolio priorities into executable plans, align interventions to local customer and channel opportunities, track performance, and agree corrective or optimisation actions.
• Evaluate portfolio and intervention performance using appropriate test-and-control, incremental value and customer outcome measures, and independently recommend whether initiatives should be scaled, redesigned, paused or discontinued.
• Maintain and influence the base-management commercial and capability roadmap, incorporating segment, regional and channel requirements and presenting decision‑quality recommendations to senior stakeholders and governance forums.

The Ideal Candidate For This Role Will Have

• Relevant three-year degree in Business, Commerce, Marketing, Statistics, Data Analytics, Engineering, Actuarial Science or a related discipline.
• Minimum of five years’ relevant experience in customer value management, base management, cross-sell, upsell, lifecycle management, direct marketing, commercial analytics or partner/channel management.
• Demonstrated experience designing, delivering and optimising measurable customer interventions and managing commercial performance.

Core Competencies, Knowledge, And Experience

• Strong base-management and commercial capability, balancing customer value, revenue, margin, product adoption, offer cost and customer experience.
• Analytical capability, including customer segmentation, regional and channel performance analysis, product-holding analysis, propensity‑led targeting, test-and-control design and incremental value measurement.
• Experience designing and optimising cross-sell and upsell interventions across assisted and digital channels and multiple customer segments.
• Proven ability to work with regional and channel teams to convert commercial priorities into executable plans and improve performance.
• Proven ability to manage outsourced or partner‑led call‑centre delivery and associated commercial performance.
• Strong commercial‑agreement, stakeholder‑influencing and negotiation skills in a complex matrix environment.
• Proficiency in SQL, Excel and presentation tools, with the ability to convert analysis into clear commercial recommendations.

We Make An Impact By Offering

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 06 November 2026.

The base location for this role is Vodacom, Midrand Campus.

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.