We’re recruiting for Senior Specialist: Commercial CVM. This role supports the development and execution of personalized CVM propositions aimed at driving customer engagement and incremental revenue. Operating within a high-performing CVM team, the Senior Specialist is responsible for managing a portfolio of inbound channel offers and playing a key role in the evolution and performance of the rewards platform. The Senior Specialist will be working closely with cross-functional teams—including data science, analytics, marketing technology, and product development to help translate customer insights into compelling, data-driven propositions.
Duties and Responsibilities:
- Supporting the development and execution of the personalised product strategy and roadmap while ensuring alignment with business objectives and customer needs
- Defining and tracking key performance metrics to evaluate the impact of Customer Value Management (CVM) product offerings
- Collaborating with cross-functional teams to ensure solutions are relevant, feasible and customer-centric
- Executing CVM initiatives that drive measurable customer behaviour change and value
- Contributing to innovation efforts by identifying opportunities for improvement within the product roadmap
- Identifying customer needs and translating them into compelling and scalable CVM propositions
- Evaluating the feasibility and commercial viability of new product ideas and enhancements
- Conducting and interpreting ad hoc analyses on customer behaviour, usage and spend patterns
- Applying first-principles thinking and data-driven insights to inform product decisions
- Supporting pricing analysis and below-the-line offer optimisation
- Collaborating with technical teams to ensure CVM solutions integrate effectively into the marketing technology stack
- Contributing to the development of annual and quarterly business plans for the product area
- Supporting the creation of business cases for new initiatives including financial modelling and resource estimation
- Participating in feasibility assessments and performance forecasting for proposed CVM activities
- Managing the day-to-day operations and performance of the Rewards Platform
- Identifying opportunities to enhance customer engagement and value through rewards-based propositions
- Collaborating with partners and internal teams to source, test and launch new rewards
- Monitoring platform usage, redemption behaviour and customer feedback to inform improvements
- Ensuring alignment between rewards initiatives and the broader CVM strategy
- Working with campaign operations and analytics teams to ensure accurate targeting and execution of CVM campaigns
- Providing input on segmentation, offer logic and personalisation strategies
- Reviewing campaign performance data and contributing to post-campaign analysis and reporting
- Acting as a key point of contact for internal stakeholders such as Marketing, Product and Analytics on CVM and rewards-related initiatives
- Supporting alignment between commercial goals and execution teams through clear communication and documentation
- Participating in cross-functional working groups to ensure seamless delivery of CVM initiatives
Minimum Requirements:
- A 3-year degree in Actuarial Science, Economics, Business Science, Engineering or any related field (NQF 7)
- Post graduate studies are advantageous
- At least 5 to 8 years of experience in a commercially focussed role in either Retail Banking, Financial Services, Telecoms, E-commerce or similar
- Experience building brand new products or working in a start-up environment
- Experience working with personalised marketing technology
- Experience in the telecommunications industry (desired)