CVM Manager, Johannesburg

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.

Responsibilities Customer Value Management and Optimisation

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.

Stakeholder Management

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

People Management

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

Qualifications

Essential: Relevant Diploma 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 Trackers products, processes and systems will be advantageous

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.

Communication&Relationship Building: Communicates clearly and builds effective working relationships across all levels.

Negotiation&Conflict Management: Manages conflict constructively and negotiates outcomes that balance business and customer needs.

Resilience&Adaptability: Remains focused, flexible, and effective under pressure and changing demands

#J-18808-Ljbffr