Customer Value Management and Optimisation

• Develop and lead the Customer Value Management strategy aligned to Tracker’s growth and operational objectives.
• Translate strategy into executable business plans, initiatives, and measurable KPIs across the customer lifecycle.
• Ensure alignment of Customer Value priorities with broader business goals through partnership with senior leadership and external stakeholders.
• Track, report, and course‑correct campaign execution, providing updates and insights to senior leadership.
• Drive customer lifetime value, retention, and revenue optimisation through data‑led insights and analytics.
• Lead customer segmentation, lifecycle analysis, churn reduction, and retention initiatives.
• Act as a thought leader on customer value, guiding profitability‑focused customer strategies.
• Ensure customer lifecycle processes and SOPs remain effective, compliant, and fit‑for‑purpose.

Stakeholder Management

• Build and maintain strong stakeholder relationships to drive shared accountability for customer outcomes.
• Enable effective cross‑functional collaboration across Sales, Marketing, Customer Service, and other key partners.
• Measure and communicate customer value impact, ensuring continuous improvement across functions. 

Financial Management

• Review and negotiate costs to improve productivity and profitability.
• Forecast, analyse, and monitor costs to support effective decision‑making.
• Increase customer ARPU by identifying cross‑sell and upsell opportunities.
• Reduce revenue leakage by managing pricing, discounts, and value decisions.
• Track and evaluate base revenue growth and identify improvement areas.
• Apply practical commercial thinking to support customer value initiatives and financial goals.

People Management

• Lead and develop a high‑performing Customer Value team through clear accountability and performance management.
• Oversee talent attraction, development, retention, and succession planning for the function.
• Foster a values‑driven, high‑performance culture aligned to Tracker’s CARE values.

Behavioural Competencies

• Strategic & Commercial Thinking: Understands business priorities and applies commercial judgement to drive value and results.
• Decision‑Making & Problem Solving: Makes sound decisions using data, analysis, and practical reasoning.
• Leadership & Influence: Leads, motivates, and influences others to achieve shared objectives.