Manager, CVM – Programs & Projects

About the role

The Manager, CVM – Programs & Projects leads the design, execution, and measurement of customer‑value initiatives across multiple channels. You will work closely with senior leadership, brand, IT, and compliance teams to ensure programs deliver measurable business impact.

Key responsibilities

• Establish governance frameworks to manage dependencies, risks, and overall program progress.
• Define and track KPIs such as customer engagement scores and churn‑rate reductions.
• Coordinate with Brand, IT, and compliance to secure buy‑in and resolve conflicts.
• Oversee mission‑critical CRM platforms for campaign creation, execution, and post‑evaluation.
• Identify target segments and develop acquisition, retention, win‑back, and growth strategies.
• Translate customer insights into actionable marketing campaigns and product enhancements.
• Drive personalization initiatives using data analytics and AI‑driven insights.
• Monitor implementation of recommendations and measure impact on satisfaction and performance.

Required profile

• Bachelor’s degree in Marketing, Business Administration, Statistics, Data Analytics, IT or related field (Master’s/MBA a plus).
• 3‑5 years experience in Customer Value Management, CRM, Lifecycle Marketing or Base Management.
• Advanced proficiency with Microsoft Office tools (Excel, PowerPoint).
• Ability to work closely with Business Analytics and MIS teams.
• Familiarity with project governance frameworks and tools for tracking milestones, risks, and budgets.
• Understanding of database and reporting tools such as Power BI, DBeaver, Tableau.
• Knowledge of basic project‑management tools like Gantt charts.

Required skills

• Excel
• PowerPoint
• Power BI
• DBeaver
• Tableau
• Gantt charts
• Data analytics
• AI‑driven insight translation