Title: Senior Manager: Customer Value Strategy - SME

146207

Job Requisition Details

Requisition ID: 146207

Location: Johannesburg, Gauteng

Closing Date: 11 June 2026

Talent Acquisition: Bongiwe Mchunu

Job Family

BCB Strategy

Career Stream

Strategic Planning and Strategy Formulation

Leadership Pipeline

Manage Self: Professional (MSP)

FAIS Affected

Job Purpose

To identify opportunities and develop client value propositions that enable the acquisition of new and growth of existing markets in line with Nedbank Strategic objectives, thus enhancing the Nedbank brand and optimising revenue according to business objectives. Employing a customer centric approach to solutioning for the customer through an understanding of their needs and pain points

Why Join Our Team

Join a high-impact team shaping the future of SME banking by driving customer value, growth, and innovation. You’ll influence strategic decisions, work cross-functionally with senior leaders, and translate deep customer insights into meaningful outcomes. This is an opportunity to deliver measurable business impact while championing customer-centric thinking at scale.

Job Responsibilities

SME Customer Value Strategy

Define and own the SME Customer Value Management strategy aligned to segment, and growth objectives
Embed SME customer‑centricity and value‑based decision‑making across the value chain
Translate SME business needs into differentiated value propositions and lifecycle strategies

Portfolio & Lifetime Value Optimisation

Drive growth in SME customer lifetime value, portfolio profitability, and retention
Identify value pools across the SME base, including onboarding, growth, maturity, and recovery phases
Lead initiatives to reduce SME churn, improve engagement, and increase share of wallet

Segmentation & Lifecycle Management

Develop and maintain SME value‑based segmentation models considering scale, sector, complexity, and growth potential
Design lifecycle strategies that respond to key SME moments including switching, expansion, cash‑flow stress, and succession
Enable differentiated engagement models for SME business lifecycle

Customer Insights & Analytics

Lead the use of customer data and analytics to generate deep insights into SME behaviour, needs, and value drivers
Own SME performance metrics including CLV, churn, cross‑sell, engagement and portfolio health
Translate insights into clear prioritised actions for coverage teams

Proposition & Experience Enablement

Partner with Product, CX and Digital teams to ensure SME propositions and journeys are simple, relevant and value‑adding
Identify customer pain points and value leakage across SME journeys and lead targeted improvement initiatives
Enable personalised and next‑best‑action strategies across assisted and digital channels

Governance, Conduct & Customer Outcomes

Ensure SME CVM strategies deliver fair, transparent, and positive customer outcomes
Support strong governance, conduct and regulatory alignment across SME customer decisioning
Provide clear, outcome‑focused reporting

Stakeholder Engagement

Influence senior stakeholders across the SME value chain to execute customer value initiatives
Act as a subject‑matter expert on SME customer value, portfolio optimisation, and growth strategy

Our Ideal Candidate

Strategic thinker with a strong commercial mindset and passion for SME growth.
Deep understanding of customer value management, segmentation, and lifecycle strategy.
Data-driven and analytically strong, with the ability to convert insights into action.
Proven leader who can influence senior stakeholders and drive cross-functional alignment.
Customer-obsessed, with a track record of improving engagement, retention, and value.
Comfortable operating in complex environments and leading transformation initiatives.
Strong communicator who simplifies complexity into clear, actionable strategies.

Essential Qualifications - NQF Level

Advanced Diplomas/National 1st Degrees
Matric / Grade 12 / National Senior Certificate

Preferred Qualification

A relevant undergraduate degree in Business, Finance, Economics, Data Science, or a related discipline
A postgraduate qualification will be advantageous
Alternatively, a BCom, BSc, or BA degree complemented by a Product Management qualification

Minimum Experience Level

Minimum of 3–6 years’ relevant experience in customer value management, portfolio optimisation, strategy, or analytics, preferably within financial services or SME environments

Technical / Professional Knowledge

Strategy planning and execution
Project Management
Industry trends
Data analysis
Portfolio management
Business writing skills
Management information and reporting principles, tools and mechanisms

Behavioural Competencies

Customer Focus
Driving Innovation
360° Decision Making
Business Acumen
Strategic Planning
Collaborating

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Please contact the Nedbank Recruiting Team at +27 860 555 566

Company: Nedbank