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 industry. In 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

Minimum Qualifications

• Master's degree in Engineering, Computer Science, or related field (MBA advantageous)
• 5–8+ 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

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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