Retention and Value Specialist
Listing reference: track_001723
Listing status: Online
Apply by: 31 July 2026
Position summary
Industry: IT & Internet
Job category: Customer Service
Location: Gauteng
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Tracker requires the services of a Retention and Value Specialist, to play a key role in the development and reporting of churn & value related insights by coordinating, extracting, and analyzing customer churn and customer behaviour related data.
Job description
- Reporting to internal customers on daily trends and independently analyse a queue of data requests
- Substantial database querying using front and backend tools to acquire data necessary for analytical needs
- Analyzing/identifying trends or anomalies, developing findings into reports and presenting findings in either Excel or PowerPoint.
- Lead analysis focused on uncovering all elements that may trigger customer deflection by reason and customer segment
- Performance tracking and analysis of trends vs plan.
- Meet financial goals by coordinating activities in accordance with budget/target requirements.
- Leads regular reporting and analysis on key customer statistics such as voluntary, non-pay, move churn, etc.
- Customer lifecycle monitoring and adaptive daily reporting.
- Conducting root cause analysis and working with a group to identify alternative solutions to a problem
- Work closely with the business intelligence and data science teams to integrate propensity models to optimise campaigns
- Monitor and assess campaigns
- Leverages data from all aspects of the organization to uncover impact to churn (including NPS, customer sat and loyalty, brand health, product performance/customer experience, competitive intelligence, and syndicated industry research trends), etc.
Minimum requirements
- 6 years’ experience in a highly analytical role managing large data sets and turning those insights in condensed trends for the business.
- 6 years’ experience in analyzing qualitative and quantitative data and use of that data to develop an understanding of market & consumer behaviour.
- Bachelor’s degree in finance, data analytics, or related field.
- Advanced Excel & PowerPoint experience
- Experience preparing reports that are appropriate for senior level audiences.
- Strong analytic skills, and the ability to analyse qualitative and quantitative data and use that data to develop an understanding of market & consumer behaviour
- Understanding of data concepts and data transformation along with intermediate statistical concepts and calculations.
- Ability to work in a fast-paced environment under tight deadlines.
- Solid business and financial insights.
- Experience with financial analysis and/or modelling.
- Challenges the status quo to identify areas for improvement, efficiency, and effectiveness.
Benefits:
Medical Aid & Provident Fund
Please Note: If you are not contacted within 4 weeks, consider your application unsuccessful
Benefits
Medical Aid, Provident Fund