Manager – Customer Value Management (CVM)

Deloitte Africa; Midrand; On-site; ZAR 950 000 - 1 200 000; Full time

Job summary

A leading consulting firm in Midrand is seeking a Manager in Customer Value Management to lead data and AI-powered CVM strategies for telecommunications. Candidates should have expertise in customer analytics and a master's degree in a relevant field. The role focuses on driving measurable customer value and improving retention rates. Competitive salary and a commitment to diversity and inclusion are offered.

Benefits

Diversity and inclusion initiatives

Career development opportunities

Flexible working arrangements

Qualifications

• 5–8+ years of experience in Telco CVM or commercial data science roles.
• Deep commercial acumen with tangible business outcomes.
• Hands-on leadership of CVM execution engines.

Responsibilities

• Lead CVM strategy development embedded within AI & data transformation programs.
• Design and deploy AI-enabled CVM engines across acquisition, upsell, and retention.
• Serve as a trusted advisor to CxO and CVM executives at Tier 1 Telcos.

Skills

CVM strategy development

Customer analytics

AI and data-driven decisioning

Leadership

Churn prediction

Education

Master's degree in Engineering, Computer Science, or related field

Tools

Salesforce

SAS

Adobe Campaign

Job description

Company Description

At Deloitte, our Purpose is to make an impact that matters for our clients, our people, and society. This is the lens for which our global strategy is set. It unites Deloitte professionals across geographies, businesses, and skills. It makes us better at what we do and how we do it. It enables us to deliver on our promises to stakeholders, while creating the lasting impact we seek.

Harnessing the talent of 450,000+ people located across more than 150 countries and territories, our size and scale puts us in a unique position to help change the world for the better—by bringing together the services we provide, the societal investments we make, and the collaborations we advance through our ecosystems

Deloitte offers career opportunities across Audit & Assurance (A&A), Tax & Legal (T&L) and our Consulting services business, which is made up of Strategy, Risk & Transactions Advisory (SR&T) andTechnology & Transformation (T&T).

Are you ready to apply your knowledge and background to exciting new challenges? From learning to leadership, this is your chance to take your career to the next level.

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

Additional Information

Note: The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive. Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements.

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