Our client is seeking a highly skilled Customer Value Management (CVM) Campaign Specialist to be based at their Head Office in Randburg. The purpose of this role is to drive the performance, planning, and execution of CVM campaigns across the customer lifecycle. The ideal candidate will be responsible for conducting in-depth performance analysis to support campaign design and measurement, developing strategic plans and accurate forecasts for CVM initiatives, and enhancing operational efficiency through data analysis, business case development, and financial assessments. Additionally, the role includes training internal teams and outsourced contact centres on Tracker systems, campaign specifics, and best practices to ensure smooth execution and scalability.
- Qualification and Experience
- National Diploma in Call Centre Management, Marketing Management or a related field. NQF level 6 qualification.
- FAIS and/or RE5 Advantageous
- Minimum of 3 – 5 years of Contact Centre experience in commercial operations/revenue generating environments and customer engagement initiatives, leveraging data-driven insights for decision-making.
- Experience in campaign performance analysis and forecasting.
- Background in training teams on systems and processes, ensuring operational efficiency and scalability.
- Track record demonstrating strong analytical, operational and business strategy skills.
- Track record demonstrating proficiency in working with large datasets using tools such as advanced Excel & QlikSense.
- Track record demonstrating ability to communicate findings effectively, both verbally and visually.
- Track record demonstrating ability to analyse qualitative and quantitative data and use that data to develop an understanding of market & consumer behaviour to recommend an appropriate treatment plan.
- Excellent understanding of Tracker systems, products and processes will be advantageous.
- KPIs
- Training & Documentation
- Train outsourced contact centres and internal teams on Tracker systems, products, processes and campaign nuances.
- Document standard operating procedures (SOPs) and best practices for scalability.
- Provide ongoing support and coaching to enhance operational efficiency.
- Campaign Management & Performance
- Design, plan and segment campaigns.
- Track and optimize performance to ensure consultants meet targets.
- Conduct performance analysis to improve CVM campaigns.
- Develop detailed plans and accurate forecasts for campaigns and promotions.
- Stakeholder & Process Alignment
- Liaise with Finance, Marketing, BI, and Operations to align strategies.
- Identify gaps in operational workflows to enhance efficiency.
- Act as the primary contact for system-related queries, troubleshooting & processes.
- Data-Driven Strategy & Analysis
- Perform subscriber analysis and create business cases to support strategic decisions.
- Engage in churn forum discussions.
- Identify ARPU enhancement opportunities through data analysis.
- Track and report on CVM campaigns to manage the customer lifecycle.
- Present data-driven business case propositions for campaign optimization.
- Implement strategies to enhance customer value, customer experience and retention