Manager – Customer Value Management (CVM) at Deloitte

Job Description
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

Qualifications
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