Job Description

Listing reference:

track_001505

Listing status:

Online

Apply by:

7 November 2025

Position summary

Industry:

IT & Internet

Job category:

Customer Service

Location:

Gauteng

Contract:

Permanent

Remuneration:

Market Related

EE position:

Yes

Introduction

Tracker has an opportunity for a Customer Value Management Specialist ( CVM) who will be responsible for designing and executing data-driven customer lifecycle, retention, and value strategies across all Tracker customer markets and segments -- Business to consumer(B2C) , Business to business(B2B), and Value-Added Products (VAPs) -- and to manage end-to-end campaign execution. This role aims to reduce churn, increase customer lifetime value, and drive sustainable revenue growth through proactive engagement, tailored propositions, and performance optimisation.

Job description

Design and implement customer lifecycle strategies across Business to consumer(B2C) and Business to business (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 the planning, segmentation, execution, and optimisation of Customer Value Management(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 churn. 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.

Minimum requirements

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

Benefits

Medical Aid * Provident Fund