Customer Value Maximisation Manager

Tracker has been South Africa's leading vehicle tracking company since the 1990s. Tracker requires the services of a Customer Value Maximisation Manager in the CVM Contact Centre situated at the head office based in Johannesburg. This role will define and drive Tracker's Customer Value Management strategy to maximise customer lifetime value, retention, and revenue growth across the end to end customer lifecycle. The role ensures data led decision making, cross functional alignment, and measurable commercial impact.

• Develop and lead the Customer Value Management strategy aligned to Tracker's growth and operational objectives.
• Translate strategy into executable business plans, initiatives, and measurable KPIs across the customer lifecycle.
• Ensure alignment of Customer Value priorities with broader business goals through partnership with senior leadership and external stakeholders.
• Track, report, and course correct campaign execution, providing updates and insights to senior leadership.
• Drive customer lifetime value, retention, and revenue optimisation through data led insights and analytics.
• Lead customer segmentation, lifecycle analysis, churn reduction, and retention initiatives.
• Act as a thought leader on customer value, guiding profitability focused customer strategies.
• Ensure customer lifecycle processes and SOPs remain effective, compliant, and fit for purpose.

• Build and maintain strong stakeholder relationships to drive shared accountability for customer outcomes.
• Enable effective cross functional collaboration across Sales, Marketing, Customer Service, and other key partners.
• Measure and communicate customer value impact, ensuring continuous improvement across functions.
• Review and negotiate costs to improve productivity and profitability.
• Forecast, analyse, and monitor costs to support effective decision making.
• Increase customer ARPU by identifying cross sell and upsell opportunities.
• Reduce revenue leakage by managing pricing, discounts, and value decisions.
• Track and evaluate base revenue growth and identify improvement areas.
• Apply practical commercial thinking to support customer value initiatives and financial goals.

• Lead and develop a high performing Customer Value team through clear accountability and performance management.
• Oversee talent attraction, development, retention, and succession planning for the function.
• Foster a values driven, high performance culture aligned to Tracker's CARE values.
• Strategic & Commercial Thinking: Understands business priorities and applies commercial judgement to drive value and results.
• Decision Making & Problem Solving: Makes sound decisions using data, analysis, and practical reasoning.
• Leadership & Influence: Leads, motivates, and influences others to achieve shared objectives.
• Essential: Relevant degree in the fields of Business Management, Marketing Management, Customer Experience Management or a related field.
• Essential: 5 Year's management experience within a Customer Value, Customer Acquisitions, Retentions, Customer Experience, Marketing, Business Operations, or related areas
• Essential: 3 Years' experience in a Contact Centre within a sales environment
• Proven track record in customer analytics, insights generation, or customer behaviour analysis will be advantageous.
• Good understanding of Tracker's products, processes and systems will be advantageous

Medical aid & Provident fund

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