About the role
Manager role focusing on Customer Value Management and Personalization for a consulting firm, acting as trusted advisor to commercial and data leaders, designing and operationalizing CVM and NBA/NBO programs to maximize customer lifetime value.
ConsultingOnsite
Key Responsibilities
- Run discovery workshops, data and process assessments, and KPI baseline activity.
- Quantify value levers (churn, ARPU, activation) and develop the business case.
- Design the CVM & Personalization roadmap and operating model (roles, RACI, cadence).
- Translate client commercial goals into segmentation frameworks, eligibility/priority rules, and contact policies.
- Analyze customer behavior, usage data, and demographics to create segments and tailor product propositions.
- Design and implement customer lifecycle management strategies to reduce churn and increase customer retention and loyalty.
Requirements
- Diagnose, design, and operationalize customer value management (CVM) and next ‑ best ‑ action/offer (NBA/NBO) programs that lift ARPU/CLV and reduce churn while protecting customer experience and regulatory compliance.
- The role requires strong analytical skills and commercial acumen to deliver measurable business results while ensuring excellent customer experience.
- Client Discovery, Diagnosis & Business Case: Run discovery workshops, data and process assessments, and KPI baseline activity Quantify value levers (churn, ARPU, activation) and develop the business case CVM Strategy and Roadmap Design: Design the CVM & Personalization roadmap and operating model (roles, RACI, cadence) Translate client commercial goals into segmentation frameworks, eligibility/priority rules, and contact policies Personalization Architecture & Model Operationalization: Analyze customer behavior, usage data, and demographics to create segments and tailor product propositions Design and implement customer lifecycle management strategies to reduce churn and increase customer retention and loyalty Partner with Data Science and MarTech teams to embed propensity to churn/buy/uplift in real time/batch decisioning and drive top-line growth (ARPU) through proactive cross-sell/up-sell initiatives Define NBA/NBO policy (thresholds, treatment prioritization, suppressions, frequency caps) and simulate before going live Lifecycle & Campaign Management: Lead the planning, execution, and optimization of end-to-end marketing campaigns, including personalized offers (SMS, email, app notifications) Orchestrate multi-channel programs (SMS, email, app push/in app, IVR, agent assist) with data quality, consent and cadence discipline Establish templates, audience libraries, and QA checklists Experimentation, Measurement and Reporting: Design and run pilot programs using test and control methodology for different campaigns, define success up front, and assess the results Launch the full-scale campaigns based on the pilot program results and ensure that the incremental revenue generated is tracked through the test and control methodologies Monitor, track, and report on key performance indicators (KPIs) such as churn rate, CLV, and ROI of campaigns Stakeholder & Change Management: Act as a bridge between marketing, product, and sales teams to ensure consistent customer experience and partner with Data Science team to productionize the propensity/churn/uplift models, set thresholds and policy Prepare leadership reports, manage RAID logs and ensure audit ready documentation Support in managing change across client teams, align with key stakeholders, communicate what/ why/ how, deliver training and playbooks and remove blockers Qualification