Manager - CVM & Personalization Specialist Ernst & Young AE

EY Studio+ brings together business, design and technology expertise to help organizations reimagine marketing, sales and customer experience. With a global network of 7,000 professionals across 50 countries, we deliver human centered, data driven solutions that fuel growth and create lasting impact.

We are expanding our fast growing EY Studio+ MENA team and are seeking talent across multiple skill sets. In these roles, you will help push the boundaries of design, innovation and development, working across industries to solve complex challenges using proven frameworks and methodologies. Join a global community shaping the future of business and technology.

The Opportunity

We are currently hiring for CVM & Personalization Specialist - (Manager level) to join our Commercial / Customer Value Creation Team.

About the Role:

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

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