Manager – CVM & Personalization Specialist – Studio+ Consulting – Jordan Full Time

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 next‑best‑action/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
• Hands‑on experience with contact governance, suppressions, vulnerable‑customer treatments, and consent flags
• Strong analytical skills and commercial acumen to deliver measurable business results
• In‑house CVM experience at a corporate entity or multi‑client campaign/personalization project work within a top consulting hub
• Structured problem‑solving, client facilitation, executive narrative, and change management
• Stakeholder leadership across Marketing, Digital, Product, Legal/Compliance and Channels
• Strong BI self‑service 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, you’ll 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, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll 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.

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