I&P-GN - SONG-MT-Customer Lifecycle Campaign-GEN AI-Senior Manager

Job Summary:

The I&P Global Network Song practice works with clients across their marketing, sales and services functions, providing transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. This is a leadership role for a CVM practitioner who has operated across both Consumer and Enterprise sides of the business. You will own the Next Best Action and Customer Value Management agenda end-to-end — setting the strategy, shaping the decisioning and agentic AI architecture, leading a multi-track delivery team, and carrying the senior client relationship. You will be the single accountable leader stitching together Prepaid Consumer growth and Enterprise Postpaid retention into one coherent lifecycle engagement programme.

Roles & Responsibilities:

• NBA-CVM Strategy & Transformation Leadership:

• Define and own the multi-year NBA-CVM transformation roadmap spanning Consumer (Prepaid and Consumer Postpaid) and Enterprise Postpaid portfolios.

• Set the value agenda against hard telco levers — ARPU uplift, churn and involuntary disconnection reduction, recharge frequency and top-up value, data attach, cross-sell and upsell, and revenue per enterprise account.

• Build the CVM operating model — governance forums, decision rights, campaign-to-cash measurement, and the operating rhythm between marketing, sales, product, data and IT.

• Shaping the Agentic AI vision:

• Drive the adoption of AI and Generative AI capabilities within lifecycle marketing, including customer segmentation, content generation, audience intelligence, next best action recommendations, campaign orchestration and performance optimization.

• Identify and scale high-value AI use cases that improve personalization, campaign effectiveness, marketing productivity and customer experience outcomes across the lifecycle journey.

• Build business cases for AI-enabled marketing transformation, demonstrating impact through campaign cycle-time reduction, improved customer engagement, operational efficiency and personalization at scale.

• Consumer & Enterprise Portfolio Ownership:

• Translate two very different commercial logics into one lifecycle framework — high-volume, high-frequency, price-elastic Prepaid Consumer engagement alongside relationship-led, contract-bound Enterprise Postpaid account management.

• Ensure Consumer and Enterprise tracks share a common customer data foundation, decisioning engine, offer library and measurement language while respecting the differences in buying cycle, decision unit and channel mix.

• Decisioning & Offer Framework:

• Own the target-state real-time decisioning architecture — Next Best Action / Next Best Offer strategy design, engagement policies, arbitration and prioritisation logic, adaptive and predictive model deployment, and inbound versus outbound channel orchestration.

• Govern the offer and proposition library, eligibility and suppression frameworks, contact policy, and offer economics across segments.

• Client & Stakeholder Leadership:

• Act as the trusted advisor to CMO, CDO, Chief Commercial Officer, Head of CVM and Enterprise Business Head level stakeholders.

• Manage a complex stakeholder ecosystem across client business, technology and analytics teams, Accenture account leadership, delivery centres and platform partners.

• Own escalation management and course correction across concurrent client engagements.

• Team Leadership & Capability Building:

• Lead and develop a team of Managers and Consultants across campaign strategy, decisioning, journey orchestration and analytics tracks.

• Build telco CVM and GenAI capability within the practice — assets, accelerators, reusable NBA playbooks, points of view and credentials.

• Commercial & Delivery Governance:

• Own delivery quality, project financials, resource planning, staffing pyramid and utilisation across engagements.

• Manage risk and contingency planning across multi-country, multi-vendor programme environments.

• Business Development:

• Create business cases, shape solutions, respond to RFPs and develop proposals that bring the best of Accenture's telco CVM, martech and AI capabilities to clients.

• Identify and convert expansion opportunities within existing telco accounts.

Professional & Technical Skills:

• Deep telecom domain expertise across both Consumer (Prepaid / Consumer Postpaid) and Enterprise / B2B Postpaid businesses — an understanding of telco revenue mechanics, segment economics, product catalogues and go-to-market motions on both sides.

• Proven CVM and customer lifecycle management leadership — base management, segmentation, campaign strategy, retention and winback, cross-sell and upsell, and value-based customer treatment.

• Hands-on grounding in real-time decisioning and marketing platforms such as Pega Customer Decision Hub, Adobe Journey Optimizer / Adobe Experience Platform, Salesforce Marketing Cloud, Unica or comparable CVM engines.

• Good to have skills: Generative and Agentic AI in marketing — demonstrated involvement in AI-led marketing transformation, whether in content supply chain, audience intelligence, agentic campaign orchestration or model-driven decisioning. (Good to have, strongly preferred.)

• Good to have Consulting experience on providing strategic advice and solutions to large organizations.

• Strong analytical skills and a data-driven mindset to drive results-oriented decisions, with fluency in CVM measurement, test-and-control design and incremental value attribution.

• Resource planning and costing — oversight of project finances and resource allocation / utilization.

• Crisis / risk management — ability to effectively manage and lead during crises or challenging project situations by implementing contingency plans.

• Account management and team management skills where the candidate has led large teams and worked with senior management levels.

• Strong understanding of marketing processes and operating models, including the interfaces to sales, care, digital, and IT.

• Additional skills:

• Excellent oral and written communication skills, with executive presence.

• Proven success in navigating global matrixed environments and experience in client-facing roles.

• Ability to work effectively in a remote, virtual, fast-paced and unstructured global environment.

Additional Information:

• MBA from a tier 1 institute.

• Overall experience of 13+ years, with at least:

• 8+ years in CVM, customer lifecycle management or marketing transformation — in consulting and / or in an operator CVM function.

• 5+ years of telecom industry experience, with demonstrable exposure to both Consumer and Enterprise business lines.

• 3+ years leading teams and owning senior client relationships at programme level.

• Good to have: hands-on involvement in a GenAI or Agentic AI implementation within a marketing, campaign or customer engagement context.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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