Senior Manager: Existing Customer Management

MAIN PURPOSE

The Existing Customer Management Lead is responsible for driving growth across WFS through acquisition, cross‑sell, spend optimisation, credit advances, and limit increases. The role leads the development of customer‑level data and insights to strengthen marketing and analytics capabilities and enable targeted, effective customer engagement. It is accountable to deliver a customer‑centric Existing Customer Management capability, integrated across CI&AA, Sales & Distribution, Product, the Credit Risk Office, and Woolworths Retail, with a clear focus on maximising value from the WFS customer base.

Key areas of focus include:

• Operational Direction

• Data Analytics

• Credit Risk

• Project Management

• Partner and Stakeholder Relationships

• People Management

KEY RESPONSIBILITIESOperational Delivery

• Deliver growth targets across new business, WW Card sales, credit advances, spend, trade, and credit limit increases in collaboration with key internal stakeholders.

• Set strategic targets for Existing Customer Management initiatives, including acquisition, engagement, and value optimization.

• Own the relationship with external data providers, including model development, data processing, and delivery.

• Oversee and ensure successful delivery of analytics projects across the WFS product landscape.

• Align all initiatives with the overall product and customer strategy.

• Identify and apply leading industry practices in customer management analytics, with a focus on tooling and automation.

• Contribute to the development and implementation of operational plans related to CI&AA, ensuring alignment with internal controls, policies, and guidelines.

• Collaborate across business units (CI&AA, CRO, Operations, S&D, Product) to share insights and best practices.

• Act as a trusted adviser across WFS in matters relating to customer analytics and engagement strategies.

Data Analytics and Insights

• Deliver strategies that prioritize customer needs and behaviors across the product lifecycle.

• Own data processes that support Existing Customer Management efforts, including data enhancement, cleansing, and delivery to third-party providers.

• Collaborate with CI&AA and CRO teams to refine selection methodologies and models, ensuring optimal return on investment.

• Work with Customer and Product teams to define and test hypotheses that uncover performance drivers and growth opportunities.

• Analyze outcomes of tests and experiments, providing actionable recommendations to business units.

• Develop reporting and insights that keep WFS informed of product and customer performance.

• Define and segment customer groups to enable personalized engagement strategies, including credit limit increase targeting.

• Identify opportunities for standardization and automation to unlock growth potential.

Programme Analysis and Set-Up

• Understand and meet stakeholder needs in the implementation of customer management analytics initiatives.

• Develop clear goals and plans to prioritize and execute work within agreed timelines and quality standards.

• Lead and manage delivery of initiatives, ensuring alignment with strategic objectives.

• Stay informed of industry trends and technological advancements in analytics.

• Anticipate project risks and constraints, and proactively develop mitigation strategies.

Partner and Stakeholder Relationships

• Build a customer-focused culture within the Existing Customer Management team, aligned to WFS’s strategic priorities.

• Engage proactively with stakeholders to ensure successful delivery of analytics and engagement initiatives across the product lifecycle.

• Integrate findings across WFS to identify new opportunities and strengthen existing synergies.

• Establish strong relationships with internal and external stakeholders, including Woolworths Retail, to support practical and viable decision-making.

• Foster deep integration with the WW Retail business to align financial services initiatives with retail strategies, campaigns, and customer experiences.

• Understand the systemic nature of stakeholder engagement, recognizing key integration points across products, customer insights, and analytics opportunities.

• Mentor and guide WFS graduates rotating through the Existing Customer Management environment, serving as a subject matter expert.

Financial Management

• Provide input into the operational budget and manage financial performance to identify cost-saving opportunities.

• Apply sound financial management principles to ensure fiscally responsible decision-making.

Team Coordination

• Act as a guide/mentor to analysts in the team, In accordance with WFS’s leadership principles and values

• Create an ongoing pipeline of capable resources across that will contribute to the implementation of Existing Customer Management operations.

Requirements

KEY COMPETENCIESMINIMUM QUALIFICATION

• Undergraduate Qualification in Finance, Statistics/Mathematics, Economics, Marketing, Engineering or equivalent. Project Management certifications is preferred.

EXPERIENCE REQUIRED

• 4 – 6 years of demonstrated experience in a Data & Analytics environment, within a Reporting and/or Analytics team. 6 – 7 years of experience, preferably working in a Financial Services / Consumer / Retail organisation, with demonstrated experience in Data & Analytics would be preferable.

ADDITIONAL REQUIREMENTS

• Demonstratable experience working in Existing Customer Management, preferably in a Banking/Retail environment.

• Strong grasp of commercial levels within retail banking

• Strong foundational knowledge of Existing Customer Management metrics and analytics.

• Ability to craft measurement and reporting processes to understand the effectiveness of Campaigns’ impact on KPI’s.

• Insights driven.

• Strong collaborator.

• Advanced Analytical experience with the following tools: SAS/SQL, Python, R Studio.

• Project / Programme Management skills are advantageous.

• Functional knowledge of marketing, customer experience and journeys.

• Proven track record of effectively partnering with Management, Team Members, External Organizations and Partners.

As a proud South African brand, Woolworths Financial Services is committed to transformation. Meeting our employment equity goals will be taken into account in our recruitment decisions.