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GN - SONG - MT - Hyper personalization - Senior Manager

Bengaluru Job No. r91268 Full-time
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Please be informed that at any given point in time, you can only have one "Active" application.

Please be informed that at any given point in time, you can only have one "Active" application.

Job Description

Strategy & Consulting Global Network Song Practice | Hyper-Personalization CVM Cross Industry (Marketing)

Join our team of Marketing Transformation consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change.

Practice: Strategy & Consulting Global Network Song I Areas of Work: Banking, E-commerce, Retail Industries (Marketing) | Level: Senior Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore | Years of Exp: 12+ years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting’s Customer, Sales & Service practice.

The Practice – A Brief Sketch

The Strategy & Consulting Global Network Song practice is aligned to the Global Network Song Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help deliver hyper-personalized experiences for their customers (customer value management - CVM) and enhance business performance within banking / e-commerce / retail landscape. As part of the team, you will drive the following:

•            Customer Journey Design

o            Design and refine customer journeys using best practices within the banking / e-commerce / retail sectors to identify key touchpoints and areas for experience improvement across multiple online and offline channels.

o            Collaborate with cross-functional teams to streamline customer interactions and ensure a seamless experience.

•            Customer Segmentation and Analysis

o            Analysis of customer behavior by segment (demographic, psychographic, need-based etc) to identify key opportunities for driving value within the banking / e-commerce / retail landscape.

o            Utilize customer data and analytics tools to gain insights into customer behavior, preferences, and trends.

•            Retention / Churn Reduction Strategies:

o            Design and implement customer retention programs that are aligned to the unique challenges and opportunities of the banking / e-commerce / retail sectors to reduce churn and increase customer lifetime value leveraging data and analytical models.

o            Work closely with product and marketing teams to create hyper-personalized campaigns and promotions to engage and retain customers.

•            Cross-Sell and Upsell Initiatives:

o            Identify opportunities for cross-selling and upselling based on segment-level behavior and preferences tailored to the banking / e-commerce / retail sectors.

•            Collaboration and Stakeholder Management:

o            Collaborate with various client teams (including marketing, sales, and product) to align customer value management strategies with the respective teams’ and overall organization’s business goals.

o            Communicate effectively with internal ACN leaders, SMEs and teams to ensure a cohesive and client-centric approach.

•            Business Development

o            Create business cases, solution deals and develop proposals to bring the best of Accenture’s capabilities to clients.

Skills to excel at the role:

•            Strong analytical skills and data-driven mindset to drive results-oriented decisions.

•            In-depth knowledge of industry from banking / retail / e-commerce.

•            Team Leadership and Development by leading and mentoring other resources on the team, emphasizing their professional growth.

•            Building high-performing teams and fostering a collaborative work environment.

•            Resource Planning and Costing - Oversight of project finances and resource allocation / utilization

•            Crisis / Risk Management - Ability to effectively manage and lead during crises or challenging project situations by implementing contingency plans

•            SteerCom / Board Reporting – Providing regular reports and strategic insights to the Steering Committee or executive leadership.

•            Account management and team management skills where the candidate should have led large team and worked with senior management levels.

•            Strong understanding of marketing processes & operating models

•            Good project management skills – The ability to plan, execute, and oversee projects to ensure that projects are completed on time, within budget, and meeting the specified goals.

•            Additional skills:

o            Excellent oral and written communication skills

o            Proven success in navigating global matrixed environments and / or experience in client facing roles

o            Ability to work effectively in a remote, virtual, fast-paced & unstructured global environment



•            MBA from a tier 1 institute

•            Overall experience of 12+ years with at least

o            8+ years of experience in customer value management, customer relationship management, or a related role within the banking, e-commerce, or retail sectors.

o            At least 5-6 years of experience in the Banking/E-commerce/Retail domains, delivering insights with a focus on designing & executing customer-centric initiatives.

What’s in it for you?

•            An opportunity to work on transformative projects with key G2000 clients

•            Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.

•            Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.

•            Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities

•            Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit

Accenture Capability Network  | Accenture in One Word

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

Please be informed that at any given point in time, you can only have one "Active" application.

Please be informed that at any given point in time, you can only have one "Active" application.

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