I&P-GN - SONG -Service –Nice CX One– Senior Manager

Job Title – Customer Lifecycle Manager – Retention + Level 11 (Analyst) + Entity (GN – Song)

Management Level: Level 11 – Analyst
Location Preference: Mumbai

Must have skills:
Consent & Preference Management, Customer Lifecycle Marketing, Regulatory & Legal Compliance (Privacy/GDPR/PDPA), MarTech Platform Literacy, Customer Segmentation & Targeting

Good to have skills:
DMP / CDP Platform Experience (Adobe or equivalent), eCommerce Marketing, Digital Channel Expertise (SEM / Programmatic / Social), Budget Forecasting & Reconciliation

Job Summary

Accenture Strategy & Consulting is seeking an experienced Customer Lifecycle Manager – Retention to manage consent and preference programs, ensuring compliant and customer-centric communication practices.

The role leverages customer data and MarTech platforms to drive a connected, always-on approach to consent and preference management — working closely with legal, compliance, and marketing teams to ensure all customer communications are compliant, personalised, and aligned to regulatory requirements.

Roles & Responsibilities

• Manage Retention Programs: Own the end-to-end delivery of lifecycle or retention specific lifecycle journey programs; ensure all customer communication practices are compliant with applicable privacy regulations and internal policies.
• Drive Customer-Centric Communication Strategy: Support the development of audience and data strategy to engage customers at the right time with the right message; leverage MarTech platforms to power always-on consent and lifecycle communications.
• Ensure Legal & Regulatory Compliance: Ensure full legal and regulatory compliance of all customer communications and consent-related marketing activities; liaise with Legal & Compliance teams on approval of activity plans.
• Optimise Ways of Working & Processes: Follow and evolve agreed processes to deliver the consent and lifecycle program effectively; identify opportunities for scalable and automated solutions to optimise resources and drive efficiency.
• Build Insights & Drive Optimisation: Leverage reporting and analytics to optimise consent and preference performance; identify opportunities for program improvement and differentiation through ongoing monitoring of customer data and insights.
• Manage Stakeholder Relationships & Agency Partners: Effectively partner with internal teams (Legal, Marketing, IT, Customer & Digital) and external agency partners to execute the consent program in line with the plan; apply strong influencing and communication skills across a complex stakeholder landscape.
• Develop Growth Journey Strategies: Design and develop customer growth journey strategies that drive increased engagement, revenue expansion, and long-term customer value across key lifecycle stages.
• Optimise Cross-Sell/Upsell Programs: Manage and continuously optimise cross-sell and upsell programs to maximise revenue per customer; identify the right moments and offers to drive incremental purchase behaviour.
• Analyse Customer Value Drivers: Analyse customer value drivers and behavioural data to identify growth opportunities; translate insights into targeted strategies that improve customer lifetime value and revenue contribution.
• Partner on Product Recommendations: Collaborate with product and data teams to develop and deploy personalised product recommendation frameworks that support growth objectives and enhance the customer experience.
• Test Growth Tactics: Design and execute structured experiments and A/B tests to evaluate growth tactics across channels and audiences; apply learnings to iterate and scale high-performing approaches.
• Report on Growth Metrics: Track, analyse, and report on key growth metrics including revenue uplift, cross-sell rates, customer lifetime value, and program ROI; present findings to stakeholders to inform strategic decisions.

Professional & Technical Skills

• 5+ years of experience in digital and data-driven marketing; experience in lifecycle or retention specific lifecycle journey.
• Strong understanding of consent management, privacy regulations, and compliance frameworks (e.g. GDPR, PDPA, or equivalent).
• MarTech literacy; experience leveraging MarTech platforms, DMPs, or CDPs (Adobe or equivalent desirable).
• Experience with customer segmentation, targeting, and audience buying and management.
• Campaign planning and delivery experience across digital marketing channels.
• Strong digital and customer analytics experience; ability to translate insights into optimisation actions.
• Exceptional project management skills and high attention to detail.
• Strong influencing and stakeholder management skills; experience working across complex, cross-functional environments.
• Excellent written and verbal communication skills.

Additional Information

• Opportunity to shape consent and preference strategy in a data-driven, customer-centric marketing environment.
• Exposure to MarTech platforms, privacy compliance programs, and lifecycle marketing transformation.
• Ability to collaborate across Legal & Compliance, Marketing, Data & Technology, and Digital teams.
• Inclusive culture focused on responsible growth and long-term value creation.

About Accenture:

About Our Company | Accenture