Customer Value Manager at Santam Insurance

The role

• This exciting opportunity is available within Strategic Partnerships (a department of Santam Partnership Solutions) at our Alice Lane (Sandton) or Bellville (Cape Town) office.

What will you do?

• The Customer Value Manager is responsible for driving execution and delivery of customer value strategies by ensuring cross-sell, upsell, retention, and engagement initiatives are implemented effectively. This is achieved through close collaboration with internal teams (marketing, product, IT, analytics) and external partners, leveraging customer insights, data, and digital platforms to operationalise campaigns and initiatives.
• The role exists to act as the driver who gets things done, unlocking measurable growth, enhancing customer experience, and ensuring sustainable profitability across Santam’s customer base and partner ecosystems.

What will make you successful in this role?

• Develop and execute customer value strategies to drive cross-sell, upsell, retention, and increased lifetime value
• Segment and analyse customer data to identify opportunities, behaviours, and product gaps
• Design and implement customer engagement initiatives (campaigns, journeys, loyalty, digital touchpoints)
• Collaborate with Product, IT, and Marketing teams to operationalise value initiatives and ensure delivery
• Monitor, measure, and report on customer KPIs (retention, churn, NPS, cross-sell uptake, revenue per customer)
• Drive partner enablement by supporting external partners in executing CVM strategies aligned to Santam’s objectives

Qualification and experience

• Bachelor’s degree or higher qualification in Business, Marketing, Finance, or a related field is required.
• A postgraduate qualification such as Honours, Postgraduate Diploma, or equivalent would be advantageous.
• In some cases, extensive experience and specialised industry knowledge in customer value management, analytics, or financial services.

Skills

• Business acumen
• Analytical Thinking
• Communication & Influence
• Brand Knowledge
• Attention to Detail
• Customer Insight & Focus
• Problem Solving
• Project Management
• Performance focus
• Planning & Organising

Competencies

• Collaboration
• Drives results
• Client focus
• Flexibility and adaptability
• Cultivates innovation
• Reporting and administration
• Data analytics, management and integration
• Stakeholder management
• Negotiation