Senior Manager: CVM and Acquisitions

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose. Job Purpose The Senior Manager: CVM and Acquisitions is responsible for driving profitable customer growth across the full customer lifecycle, from prospecting and acquisition through onboarding, activation, remarketing, retention and churn reduction.

The role will lead the development and execution of data led customer value management strategies that increase lead quality, conversion, customer engagement, product penetration, retention and lifetime value. This includes leveraging first-party data, partner data, behavioural insights, marketing automation platforms, campaign analytics and customer journey design to deliver measurable commercial outcomes.

The role will also provide strategic leadership across partner-led acquisition, lead generation, prospect management, direct marketing, lifecycle communications and automated customer journeys. It will ensure that all customer engagement activity is commercially sound, risk-managed, compliant, measurable and aligned to the broader business strategy.

Responsibilities

Strategic leadership in CVM, acquisition and customer growth | PEOPLE

• LEADERSHIP AND SUPERVISION Lead the formulation and execution of integrated strategies across acquisition, prospecting, CVM and lifecycle marketing. Define annual and quarterly plans for acquisition, onboarding, activation, remarketing, retention and churn reduction. Identify high-value customer and prospect segments using first-party data, partner data, behavioural triggers, propensity models and campaign insights. Translate business growth objectives into actionable CVM and acquisition programmes across brands, channels and product lines. Align customer growth initiatives with the broader group strategy, commercial priorities and customer value objectives. Provide strategic direction to cross functional teams to ensure acquisition and CVM activity is coordinated, measurable and commercially focused Remarketing, retention and churn management | CUSTOM Develop remarketing strategies for prospects, quote abandoners, dormant customers, lapsed customers and customers with incomplete journeys. Build data-led churn prevention strategies using behavioural signals, tenure, payment behaviour, product usage, claims experiences, engagement patterns and campaign response data. Design always-on retention programmes that proactively identify at risk customers and trigger timely interventions. Implement win-back campaigns for cancelled, lapsed or disengaged customers, with tailored messaging, offers and channel strategies. Use segmentation, propensity scoring and predictive indicators to prioritise high-value customers and reduce avoidable churn. Track and improve retention, reactivation, lapse recovery, engagement and customer lifetime value metrics. Partner with product, pricing, operations, analytics and distribution teams to address root causes of churn and improve customer experience. Onboarding, activation and lifecycle journey manage | CUSTOM Design and optimise onboarding journeys for newly acquired customers to improve activation, engagement, education and early-life retention. Ensure customers receive relevant, timely and personalised communications after purchase, quote, policy issue, renewal, claim or service interaction. Build lifecycle journeys that support cross-sell, upsell, product education, benefit awareness, payment behaviour, renewal readiness and loyalty. Use marketing automation to trigger communications based on customer behaviour, lifecycle stage, product holding, engagement history and next-best-action opportunities. Continuously improve journey performance through A/B testing, journey analytics, customer feedback and conversion insights. Ensure onboarding and lifecycle campaigns Acquisition, prospecting and lead generation | CUSTOM Lead acquisition strategies across affiliate channels, internal data sources, lead pools, prospect databases and direct marketing opportunities. Management of affiliate partners across STI verticals to delivery sales and contacts targets, whilst maintaining quality and efficiencies. Identify, evaluate and prioritise data sets that can be used to generate high quality leads and improve conversion. Develop partner lead generation plans with clear targets, volume allocation, performance measures and commercial controls. Manage the sales funnel across lead generation, nurturing, conversion, remarketing and performance optimisation. Improve the quality, efficiency and commercial return of acquisition campaigns by using data insights and sales performance feedback. Work with stakeholders to identify prospecting opportunities across products, brands and customer segments. Ensure all acquisition activity is aligned to customer needs, regulatory requirements, brand standards and business growth targets. Marketing automation, personalisation and campaign | CUSTOM Lead the strategy, implementation and optimisation of marketing automation capability to improve campaign effectiveness and operational efficiency. Use automation to reduce repetitive manual work, improve speed to market, reduce errors and enable the team to focus on higher-value strategic work. Drive AI-enabled personalisation, dynamic content, next-best-action targeting and cross-channel orchestration were commercially and operationally appropriate. Oversee the design and delivery of automated campaigns across onboarding, activation, cross-sell, upsell, retention, churn prevention, win-back and remarketing. Ensure customer data, campaign assets, segmentation and reporting are integrated into the marketing automation platform. Champion a culture of testing, optimisation, continuous improvement and data-driven decision-making. Customer communications and campaign governance | CUSTOM Oversee customer communication strategies across digital, direct and traditional channels. Ensure all customer communications are clear, relevant, brand-aligned, compliant and optimised for customer experience. Lead the development of campaign standards, approval processes, quality controls and compliance checks. Ensure campaigns comply with relevant legal, regulatory, privacy, data usage and direct marketing requirements. Embed risk management into campaign planning, data usage, journey design, partner activity and performance reporting. Conduct regular reviews of campaign processes, data handling, controls and regulatory adherence. Address control gaps through process improvement, training, stakeholder engagement or escalation where required. Performance measurement, insights and optimisation | PEOPLE
• LEADERSHIP AND SUPERVISION Establish reporting frameworks that measure acquisition, onboarding, activation, remarketing, retention, churn, win back and customer value outcomes. Analyse campaign performance, lead quality, funnel conversion, engagement, product penetration, persistency and lifetime value. Use insights to identify opportunities for growth, efficiency, personalisation and journey improvement. Lead test-and learn programmes to improve targeting, messaging, channel performance, offer strategy and commercial outcomes. Provide regular reporting to senior stakeholders with clear insights, recommendations and actions. Drive reporting automation and dashboard development to enable faster, more consistent decision-making. Evaluate the economic impact of CVM and direct marketing activity across product, segment, channel and partner performance. Stakeholder, partner and cross-functional leadership | STRATEGY AND PLANNING Build strong relationships with internal stakeholders across marketing, product, pricing, data, digital, operations, sales, compliance, finance and distribution. Lead stakeholder engagement to align CVM and acquisition activity with organisational objectives. Manage external partners, data providers, lead sources, agencies and system support providers where relevant. Facilitate cross-functional collaboration to ensure effective campaign delivery, data readiness, performance feedback and customer journey execution. Provide transparent communication on campaign performance, risks, priorities, dependencies and recommendations. Influence stakeholders to support customer growth, retention, automation and commercial optimisation priorities. Team leadership and capability development | PEOPLE
• LEARNING AND DEVELOPMENT Lead, coach and develop a high-performing CVM and acquisition team. Set clear objectives, performance standards, delivery expectations and accountability measures. Build team capability in segmentation, campaign management, marketing automation, data interpretation, lifecycle strategy, compliance and performance optimisation. Create a culture of commercial discipline, customer focus, continuous improvement and delivery excellence. Support professional development through coaching, mentoring, knowledge sharing and exposure to emerging marketing automation and CVM practices. Ensure appropriate resource planning, succession planning and talent development to support business delivery. Hold the team accountable for quality, accuracy, compliance, delivery timelines and measurable business impact. Budget, commercial and contract oversight | FINANCE
• FINANCIAL MANAGEMENT PLANNING AND CONTROL Manage budgets linked to acquisition, partner activity, campaigns, marketing automation and customer growth initiatives. Monitor partner volumes, cost per lead, conversion rates, cost per acquisition, retention impact and return on investment. Ensure partner remuneration, campaign costs and supplier activity are accurate, commercially sound and compliant. Manage relevant contracts, service level agreements and supplier performance reviews. Identify opportunities to improve cost efficiency, campaign productivity and commercial return. Provide recommendations on investment allocation based on performance, value potential and strategic fit. Continuous Improvement | OPERATIONAL EFFICIENCY Lead the review of existing operations and the implementation of innovation processes across the department or sub-function to ensure the required continuous improvement outcomes are delivered. Budget for and negotiate the necessary resources to drive and deliver the planned activities and campaigns. Negotiate agreements with 3rd Party vendors and maximise ROI. Understand customer behaviour and monitor customer base trends to continuously design/readapt initiatives to address risks and inform the business. Plan, coordinate and supervise all Retention activities towards NBX improvement. Monitor and evaluate business processes, systems and procedures to identify best practice. Develop and implement new business processes and systems for increased efficiency and improved service delivery. Ensure accurate reporting to all stakeholders with the aim of improving the customer retention and customer life time value. Insights and Reporting | DATA AND ANALYTICS Set and lead execution of the data and analytics reporting plan, creating strategies and templates to report data in a meaningful way. Create, present, and communicate high impact data and analytics insights and recommendations to critical internal and external stakeholders. Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations. To come up with appropriate reports and information that can be used in the retention strategy. Report campaign results to Senior Leadership unpacking all variances against target. Report projections on business growth by the impact of Get, Grow and Keep activities. Report on resource allocation and budget spend.

Education

Relevant 3-year degree in marketing, communication, commerce, business management, analytics or a related field (Essential); Postgraduate qualification in marketing, communication, business, analytics or a related field (Advantageous) Experience 6 to 10 years’ relevant experience in customer value management, acquisition marketing, direct marketing, lifecycle marketing, CRM, marketing automation or data-led customer growth (Essential); Experience with analytics, dashboarding, attribution, CRM coding, Google Analytics or advanced campaign reporting (Advantageous); Exposure to AI-enabled personalisation, predictive modelling, next-bestaction strategies or advanced customer journey orchestration (Advantageous); Experience in insurance, financial services or regulated environments (Advantageous).

Managerial Experience: 3 or more years' experience leading teams responsible for campaign delivery, customer communications, marketing automation, analytics or lifecycle management (Essential) Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.