Customer Value Management: Campaign Specialist – Gauteng - Industry: IT & Internet

SUMMARY:
Customer Value Management: Campaign Specialist – Gauteng - Industry: IT & Internet

POSITION INFO:

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.

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 & Qlik Sense.
• 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.