Customer Value Management Specialist

Tracker Network; Gauteng; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading analytics company in South Africa is seeking a Customer Value Management Specialist to design data-driven customer lifecycle strategies. The role involves optimizing customer journeys, executing retention campaigns, and collaborating with cross-functional teams. Ideal candidates will have 6+ years of experience in sales environments and strong analytical skills. Competitive benefits include Medical Aid and Provident Fund.

Benefits

Medical Aid

Provident Fund

Qualifications

• 6 years of experience in sales or retention environments.
• Proven track record in leveraging data-driven insights for strategy.
• Experience in CVM across diverse customer segments.

Responsibilities

• Design and implement customer lifecycle strategies.
• Support onboarding, engagement, retention, and growth.
• Map and optimize customer journeys for targeted interventions.

Skills

Data-driven strategy development

Customer lifecycle management

Analytical skills

Operational strategy

Communication skills

Education

NQF Level 5 certification in relevant field

Tools

Excel

QlikSense

Job description

Job Overview

Tracker has an opportunity for a Customer Value Management Specialist (CVM) responsible for designing and executing data-driven customer lifecycle, retention, and value strategies across all Tracker customer markets and segments (B2C, B2B, VAPs) and managing end-to-end campaign execution.

Responsibilities

• Design and implement customer lifecycle strategies across B2C and 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 planning, segmentation, execution, and optimisation of 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 churnli>
• 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.

Qualifications

• NQF Level 5 certification in Sales and Marketing, Contact Centre, Project Management, Business Administration, Customer Relationship Management or related field.
• Minimum of 6 years’ experience in sales or retention environments.
• Proven track record in leveraging data-driven insights to inform strategy.
• Experience in customer lifecycle management, campaign execution, or 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.
• Ability to analyse qualitative and quantitative data.

Benefits

• Medical Aid
• Provident Fund