Customer Value Management & Campaign Specialist - AA/EE - Call Centre / Telesales - JHB North

SUMMARY:
Campaign Specialist

POSITION INFO:

Customer Value Management & Campaign Specialist – Call Centre/Telesales – AA/EE – JHB North

Company is seeking a highly skilled Customer Value Management: Campaign Specialist to be located at  Head office based in Johannesburg.

Purpose of the role: Campaign Performance & Analysis: Conduct in-depth performance analysis to support the design, execution, and measurement of CVM campaigns across the customer lifecycle. Campaign Planning & Forecasting: Develop strategic plans and accurate forecasts for CVM campaigns and promotional offers. Operational & Strategic Support: Drive operational efficiency and informed decision-making by analysing subscriber data, creating business cases, and conducting financial assessments. System & Process Training: Train outsourced contact centres and internal teams on Company systems, campaign nuances, and best practices to ensure seamless execution and scalability.

Minimum requirements

• 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 Company systems, products and processes will be advantageous.

Job description

Training & Documentation

• Train outsourced contact centres and internal teams on Company 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.

Competencies Required:

• Solid business acumen and financial insights
• Ability to work under pressure. 
• Ability to work independently.
• Logical & methodical attention to detail.
• Outstanding analytical skills.
• Passion for people - customer service.
• The ability to influence diverse teams.
• High degree of emotional intelligence.
• Good judgment, diplomacy and tact.

Salary offer: Negotiable