GN - SONG – MT New – Customer Lifecycle Manager - Retention 2-Analyst

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

Experience: 5-7 years in growth/CRM marketing, customer value optimization, analytical skills

Educational Qualification: BE/B.Tech + MBA preferred (Tier 1 / Tier 2 institute) 

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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