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.