Customer Value Management Expert

About this role

Vodacom, South Africa’s largest mobile network operator, is looking for a Customer Value Management Expert. The role is based at the Midrand Campus in Gauteng and works with the Johannesburg head office teams.

You will own the design, delivery and improvement of cross-sell and upsell work. The aim is to grow customer value and get customers using more products.

What you’ll do

• Own the commercial results of a base-management portfolio that covers all consumer segments, regions and channels.
• Spot chances to grow customer value and product use, then turn them into ranked cross-sell and upsell plans.
• Design customer offers and contact strategies using customer insight, regional and channel needs, and commercial viability.
• Lead delivery of these plans through cross-functional teams and call-centre partners, and clear blockers across Analytics, Digital, Retail, Pricing, Finance, Product, Technology and Customer Operations.
• Work with regional and channel teams to turn priorities into practical plans, track results and agree on fixes.
• Test and measure results, then recommend whether to scale, redesign, pause or stop each initiative.
• Help shape the base-management roadmap and present clear recommendations to senior leaders and governance forums.

What you need

• A relevant three-year degree in Business, Commerce, Marketing, Statistics, Data Analytics, Engineering, Actuarial Science or a related field.
• At least five years of relevant experience in customer value management, base management, cross-sell, upsell, lifecycle management, direct marketing, commercial analytics, or partner or channel management.
• A track record of designing, running and improving measurable customer campaigns and managing commercial performance.
• Experience managing outsourced or partner-led call-centre delivery and its commercial performance.
• Experience with customer segmentation, propensity-based targeting, test-and-control design and incremental value measurement.
• Strong negotiation and stakeholder influence skills in a complex matrix environment.
• Proficiency in SQL, Excel and presentation tools.

Is this job for you?

This role suits a senior commercial or analytics professional who has run customer value or cross-sell programmes at scale. You should be comfortable with numbers, working across many teams, and handling partners and commercial agreements.

Tips before you apply

• Have your degree certificate and a recent CV ready. Include the exact years you have worked in customer value, base management or a related area.
• Show results with numbers. Name the campaigns or offers you designed, the customer groups you targeted, and the uplift you measured.
• Describe any call-centre or partner contracts you managed, including the commercial terms and how you tracked performance.

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