CVM & Personalization Manager

About the role

As a trusted advisor to client commercial and data leaders, you will design and operationalise Customer Value Management (CVM) and next‑best‑action programmes that boost ARPU, increase CLV and reduce churn while safeguarding the customer experience and regulatory compliance.

Key responsibilities

• Lead discovery workshops, data assessments and KPI baselines to quantify value levers and build business cases.
• Design CVM and personalisation road‑maps, segmentation frameworks, eligibility rules and contact policies.
• Analyse customer behaviour, usage and demographics to create segments and tailor product propositions.
• Partner with Data Science and MarTech teams to embed churn and uplift propensities into real‑time or batch decisioning.
• Define NBA/NBO policies, simulate outcomes and oversee end‑to‑end campaign execution across SMS, email, app push, IVR and agent assist channels.
• Run pilot programmes using test‑control methodology, launch full‑scale campaigns and track incremental revenue.
• Prepare leadership reports, manage RAID logs, ensure audit‑ready documentation and support change management across client teams.

Required profile

• Minimum 6 + years of experience in customer value management, personalisation or related analytics roles.
• Strong commercial acumen with the ability to translate business goals into data‑driven strategies.
• Proven experience running multi‑channel marketing campaigns and measuring their impact on churn, ARPU and CLV.
• Excellent stakeholder management skills, capable of bridging marketing, product and sales functions.

Required skills