Senior Manager: Customer Value Strategy - SME

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

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

Essential Qualifications - NQF Level

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

Technical / Professional Knowledge

Behavioural Competencies