Manager – Customer Value Management (CVM)

myDeloitte; Midrand; On-site; ZAR 800 000 - 1 200 000; Full time

Job summary

A global consulting firm is seeking a Manager – Customer Value Management to join their AI & Data consulting practice focused on the telecommunications industry. You will design and deploy AI-driven CVM strategies to enhance customer lifetime value and mitigate churn. Candidates should have a Master’s degree, 5–8 years of relevant experience, and a strong background in AI and data-driven strategies. This role offers a unique opportunity to influence how Telcos engage with customers using data insights.

Benefits

Diverse and inclusive workplace

Accommodations for disabilities

Qualifications

• 5–8+ years of experience in Telco CVM, customer analytics, or commercial data science roles.
• Strong exposure to AI and data-driven decisioning in a Telco context.
• 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 and retention.
• Serve as a trusted advisor to CxO and CVM executives at Tier 1 Telcos.

Skills

CVM strategy development

AI and data-driven decisioning

Customer analytics

Leadership

Education

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

Tools

Salesforce

Adobe Campaign

Job description

• Full-time

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) and Technology & 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 personalised offers, real‑time engagement, and monetisable 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
• Operationalise models into automated, scalable CVM campaigns with measurable revenue and margin impact
• Champion experimentation (A/B testing, causal impact modelling) to optimise 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 a 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

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 personalisation 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.

At Deloitte, we want everyone to feel they can be themselves and thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities.

We are committed to employment equity and building a diverse and inclusive workplace across the African continent. Our recruitment processes are aligned with our Employment Equity Plan and the principles of the Employment Equity Act. Preference may be given to candidates from designated groups.

We actively support the inclusion of people with disabilities and embrace neurodiversity in the workplace. We recognise and value the unique strengths that neuro‑divergent individuals bring, and we are committed to creating an environment where everyone can thrive.

If you require reasonable accommodations in relation to your disability and neurodiverse needs during the recruitment process, please let us know. We are happy to make adjustments to suit your individual needs.

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