Manager CVM & Personalization Specialist Studio+ Consulting Jordan
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About the Role:
In this role you will act as a trusted advisor to our client commercial and data leaders. You will diagnose design and operationalize customer value management (CVM) and nextbestaction/offer (NBA/NBO) programs that lift ARPU/CLV and reduce churn while protecting customer experience and regulatory compliance. Responsible for maximizing customer lifetime value through targeted campaigns innovative offers and lifecycle management. The role requires strong analytical skills and commercial acumen to deliver measurable business results while ensuring excellent customer experience.
Core Responsibilities:
- 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 Requirements:
- 6 years experience in CVM/Personalization and campaign management with a proven track record.
- Seniority / Band: Manager (6 years experience)
- Fluency in experiment design (holdouts stratification) and measuring incremental value
- Handson experience with contact governance suppressions vulnerablecustomer treatments and consent flags
- Strong analytical skills and commercial acumen to deliver measurable business results
- Inhouse CVM experience at a corporate entity or multiclient campaign/personalization project work within a top consulting hub
- Structured problemsolving client facilitation executive narrative and change management
- Stakeholder leadership across Marketing Digital Product Legal/Compliance and Channels
- Strong BI selfservice capability and ability to brief and validate data science work
Technical Expertise:
- Campaign Management: Experience with one of Salesforce Marketing Cloud Adobe Campaign/RT-CDP Unica SAS CI 360 Pega Customer Decision Hub
- BI & tracking: Power BI/Tableau
- Languages: SQL Python or R
What we look for
Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator youll be a confident team player that collaborates with people from various teams while looking to develop your career in a dynamic organization.
What we offer you
At EY well develop you with future-focused skills and equip you with world-class experiences. Well empower you in a flexible environment and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.
Are you ready to shape your future with confidence Apply today.
To help create an equitable and inclusive experience during the recruitment process please inform us as soon as possible about any disability-related adjustments or accommodations you may need.
EY Building a better working world
EY is building a better working world by creating new value for clients people society and the planet while building trust in capital markets.
Enabled by data AI and advanced technology EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance consulting tax strategy and transactions. Fueled by sector insights a globally connected multi-disciplinary network and diverse ecosystem partners EY teams can provide services in more than 150 countries and territories.
Required Experience:
Manager
