Customer Value Manager

Sanlam; Sandton; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading insurance firm is seeking a Customer Value Manager to lead customer value strategies at their Sandton office. The role involves collaborating with various teams and using customer insights to enhance retention and engagement initiatives. Candidates should have a relevant Bachelor's degree and strong analytical and communication skills. This dynamic position offers a chance to significantly impact customer experience and profitability along with a commitment to diversity and inclusion in the workplace.

Qualifications

• A Bachelor's degree or higher qualification in a relevant field is required.
• A postgraduate qualification would be advantageous.
• Extensive experience in customer value management or analytics is beneficial.

Responsibilities

• Develop and execute customer value strategies for cross-sell and retention.
• Segment customer data to identify opportunities and product gaps.
• Design and implement customer engagement initiatives.
• Collaborate with internal teams to operationalise value initiatives.
• Monitor and report on customer KPIs.

Skills

Business acumen

Analytical Thinking

Communication & Influence

Brand Knowledge

Attention to Detail

Customer Insight & Focus

Problem Solving

Project Management

Performance focus

Planning & Organising

Education

Bachelor's degree in Business, Marketing, Finance, or related field

Postgraduate qualification (Honours, Postgraduate Diploma)

Job description

The role

This exciting opportunity is available within Strategic Partnerships (a department of Santam Partnership Solutions) at our Alice Lane (Sandton) or Bellville (Cape Town) office.

What will you do?

The Customer Value Manager is responsible for driving execution and delivery of customer value strategies by ensuring cross-sell, upsell, retention, and engagement initiatives are implemented effectively. This is achieved through close collaboration with internal teams (marketing, product, IT, analytics) and external partners, leveraging customer insights, data, and digital platforms to operationalise campaigns and initiatives.

The role exists to act as the driver who gets things done, unlocking measurable growth, enhancing customer experience, and ensuring sustainable profitability across Santam’s customer base and partner ecosystems.

What will make you successful in this role?

• Develop and execute customer value strategies to drive cross-sell, upsell, retention, and increased lifetime value
• Segment and analyse customer data to identify opportunities, behaviours, and product gaps
• Design and implement customer engagement initiatives (campaigns, journeys, loyalty, digital touchpoints)
• Collaborate with Product, IT, and Marketing teams to operationalise value initiatives and ensure delivery
• Monitor, measure, and report on customer KPIs (retention, churn, NPS, cross-sell uptake, revenue per customer)
• Drive partner enablement by supporting external partners in executing CVM strategies aligned to Santam’s objectives

Qualification and experience

• Bachelor’s degree or higher qualification in Business, Marketing, Finance, or a related field is required.
• A postgraduate qualification such as Honours, Postgraduate Diploma, or equivalent would be advantageous.
• In some cases, extensive experience and specialised industry knowledge in customer value management, analytics, or financial services.

Skills

• Business acumen
• Analytical Thinking
• Communication & Influence
• Brand Knowledge
• Attention to Detail
• Customer Insight & Focus
• Problem Solving
• Project Management
• Performance focus
• Planning & Organising

Competencies

• Collaboration
• Drives results
• Client focus
• Flexibility and adaptability
• Cultivates innovation
• Reporting and administrationData analytics, management and integration
• Stakeholder management
• Negotiation

About the company

Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia.

With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions - including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting.

People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short-term opportunities.

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive.

Take the next step in your career—apply now and be part of a company that’s shaping the future of insurance. This is Freedom!