Lifecycle & Retention Value Architect

Tracker Connect; Gauteng; On-site; ZAR 720,000 - 960,000; Full time

Benefits offered by this job

Medical Aid

Provident Fund

Job summary

Tracker Connect is seeking a Retention and Value Specialist to design and execute data-driven customer lifecycle strategies across B2C, B2B and VAP segments. You will manage end-to-end campaign execution and drive churn reduction to maximize CLV and revenue.

The role requires strong analytical skills, experience in CVM, and the ability to translate data insights into actionable strategies across cross-functional teams.

Qualifications

• NQF Level 5 certification is required in Sales and Marketing, Contact Centre, PM, Business Admin or CRM.
• Minimum 6 years’ experience in sales or retention environments.
• Proven ability to use data-driven insights to inform strategy.
• Experience with customer lifecycle management, CVM campaigns, and diverse segments.
• Strong analytical, operational and business strategy skills.
• Proficiency with large datasets and Excel & QlikSense.

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 and target interventions.
• Lead CVM campaign planning, segmentation, execution, and optimisation.
• Align campaigns with business goals and customer needs.
• Establish SOPs for campaigns and train contact centres.
• Train internal teams on campaign mechanics and best practices.
• Develop proactive retention frameworks, including churn prediction and saves.
• Improve engagement and reduce churn across channels.
• Deliver personalised multi-channel communications (email, SMS, in-app, WhatsApp).
• Identify value growth opportunities through cross-sell, upsell, bundles, and loyalty.
• Translate data insights into actionable improvements across customer lifecycle activities.
• Represent the voice of the customer in internal forums.
• Collaborate with Product, Commercial, BI, Finance, Data Science, Sales, Operations, Marketing.
• Create compelling value offers and monitor KPIs like CLV, churn, save rates, ROI.
• Participate in industry benchmarking to bring best practices.

Skills

CVM

Lifecycle mgmt

Campaign execution

Data analysis

Cross-functional

Retention strategies

Churn reduction

Education

NQF Level 5 certification in Sales and Marketing, Contact Centre, Project Management, Business Administration, Customer Relationship Management or related field

Tools

Advanced Excel

QlikSense

Job description

Tracker Connect is seeking a Retention and Value Specialist to design and execute data-driven customer lifecycle strategies across B2C, B2B and VAP segments. You will manage end-to-end campaign execution and drive churn reduction to maximize CLV and revenue.

The role requires strong analytical skills, experience in CVM, and the ability to translate data insights into actionable strategies across cross-functional teams.