Manager – Customer Value Management (CVM)

Role Summary

We are seeking a Manager Customer Value Management (CVM) to join our high-performing AI & Data consulting practice with a sharp focus on the telecommunications this role you will lead the design and deployment of data and AI-powered CVM strategies that enable Telcos to drive measurable customer lifetime value (CLTV) churn mitigation and revenue acceleration.

You will act as a strategic bridge between AI data and commercial outcomes helping our clients turn analytical insights into personalized offers real-time engagement and monetizable actions across the customer lifecycle. Consulting experience is a strong advantage.

Key Responsibilities

AI-Enabled CVM Strategy

• Lead CVM strategy development embedded within AI & data transformation programs
• Build customer intelligence frameworks powered by ML/AI (propensity scoring churn prediction CLTV modelling segmentation)
• Collaborate with data scientists to define Next Best Offer/Action strategies based on behavioural signals and inferred intent

Data-Driven Execution

• Design and deploy AI-enabled CVM engines (campaigns decisioning logic feedback loops) across acquisition upsell and retention
• Operationalize models into automated scalable CVM campaigns with measurable revenue and margin impact
• Champion experimentation (A/B testing causal impact modelling) to optimize CVM offers and treatments

Client Engagement & Capability Building

• Serve as a trusted advisor to CxO and CVM executives at Tier 1 Telcos
• Lead cross-functional client teams to implement data-powered CVM roadmaps that scale across B2C/B2B2C environments
• Drive internal capability uplift for client teams on AI-enabled CVM techniques and tools

AI & Data Integration

• Collaborate with platform and engineering teams to ensure data pipelines model deployment and campaign orchestration are integrated and production-ready
• Work across martech/adtech ecosystems and CVM stacks (e.g. Unica Salesforce Flytxt SAS Adobe Campaign)
• Translate data models into commercial value with executive-ready storytelling impact sizing and benefit tracking

Qualifications :

Minimum Qualifications

• Masters degree in Engineering Computer Science or related field (MBA advantageous)
• 58 years experience in Telco CVM customer analytics or commercial data science roles
• Strong exposure to AI and data-driven decisioning in a Telco context (propensity modelling segmentation churn prediction)
• Hands-on leadership of CVM execution engines that translate AI insights into offer design targeting and execution
• Deep commercial acumen must demonstrate tangible business outcomes delivered (revenue uplift margin impact churn reduction)

Preferred (Nice to Have)

• Consulting experience at Tier 1 / Tier 2 firms or specialist consulting houses
• Experience with AI/ML pipelines and interaction with data science/engineering teams
• Familiarity with real-time decisioning platforms customer data platforms (CDPs) or AI personalization engines
• Strong understanding of data governance model deployment lifecycles and campaign analytics

Additional Information :

Note: The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive.  Deloitte may ask the employee to carry out additional duties or responsibilities which may fall reasonably within the ambit of the role profile depending on operational requirements.

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At Deloitte we want everyone to feel they can be themselves and to thrive at workin every country in everything we do every day. We aim to create a workplace where everyone is treated fairly and with respect including reasonable accommodation for persons with disabilities.

We are committed to employment equity and building a diverse and inclusive workplace across the African continent. Our recruitment processes are aligned with our Employment Equity Plan and the principles of the Employment Equity Act. Preference may be given to candidates from designated groups.

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Remote Work :

No

Employment Type :

Full-time