Do you want to work on complex and pressing challengesthe kind that bring together curious, ambitious, and determined leaders who strive to become better every day? If this sounds like you, youve come to the right place.

Your Impact The role drives customer lifecycle growth and retention by designing and executing data-driven CRM strategies, optimizing Martech ecosystems, and delivering hyper-personalized, omnichannel customer experiences for clients. As a Sr. Manager, Martech & Hyper Personalization, you will join a client service team and take ownership of a workstream to solve some of the toughest challenges our clients face.

- Responsibilities: Develop and implement advanced CRM strategies focused on customer lifecycle management, hyper-personalization, and retention.

- Align Martech capabilities with overall business objectives to drive meaningful outcomes and ROI.
- Design and execute Martech transformation roadmaps for clients, ensuring long-term scalability and efficiency.

- Evaluate and audit clients' existing Martech stacks to identify gaps and define use cases for optimization.
- Architect and manage an integrated Martech ecosystem, eliminating data silos and technology redundancies.
- Collaborate with IT, data, and marketing teams to build, implement, and optimize Martech capabilities.

- Customer Data Platforms (CDPs): Segment, Tealium, mParticle, Adobe Real-Time CDP, Treasure Data.
- Personalization Tools: Adobe Target, Optimizely, Dynamic Yield, Evergage, Monetate.
- Content Management Systems (CMS): Adobe Experience Manager, Contentful, Drupal, WordPress.

- Analytics & • Tracking: Adobe Analytics, Google Analytics 4 (GA4), GTM.

- Campaign Platforms: Adobe Campaign, Salesforce Marketing Cloud, Adobe Journey Optimizer, Braze, MoEngage, WebEngage, Netcore.
- Email Marketing: SendGrid, Mailchimp, Kenscio, etc.

- Design and execute hyper-personalized, omnichannel customer journeys using AI-driven models, real-time data triggers, and contextually relevant touchpoints.
- Leverage progressive profiling and preference management to enhance long-term engagement.
- Architect and implement real-time decisioning engines and next-best-action (NBA) frameworks to deliver dynamic and predictive customer experiences.

- Develop and lead first, second, and third-party data strategies including identity resolution and unified customer views ("golden records").
- Translate complex data insights into actionable CRM and marketing initiatives.




- Collaborate with BI/Data Science teams to build, deploy, and leverage predictive models (e.g., churn prediction, lifetime value) and Generative AI for campaign optimization and content creation.

- Liaise with internal and external stakeholders (product, IT, engineering, vendors) to implement Martech and CRM strategies effectively.
- Establish campaign SOPs and develop reporting frameworks for performance tracking.
- Ensure compliance and governance standards across tools, platforms, and data usage.

You will be based in Gurgaon and will be part of the ETML Team (subsidiary of McKinsey & • Co.) which is a part of the Growth, Marketing and Sales practice. ET Medialabs (ETML) was one of Indias leading performance marketing and analytics agency, acquired by McKinsey in early 2025.

The Growth, Marketing &

- Sales Practice strives to help clients in both consumer and business-to-business environments on a wide variety of marketing and sales topics. The mission of this practice is to help clients achieve marketing-driven profit growth. Our clients benefit from our experience in core areas of marketing such as branding, customer insights, marketing ROI, digital marketing, Martech &
- Hyper Personalization pricing, and sales and channel management.

Your Growth

Driving lasting impact and building long-term capabilities with our clients is not easy work. You are the kind of person who thrives in a high performance/high reward culture - doing hard things, picking yourself up when you stumble, and having the resilience to try another way forward.

In return for your drive, determination, and curiosity, we'll provide the resources, mentorship, and opportunities you need to become a stronger leader faster than you ever thought possible. Your colleagues—at all levels—will invest deeply in your development, just as much as they invest in delivering exceptional results for clients. Every day, you’ll receive apprenticeship, coaching, and exposure that will accelerate your growth in ways you won’t find anywhere else.

When you join us, you will have:





- Continuous learning: Our learning and apprenticeship culture, backed by structured programs, is all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development. The real magic happens when you take the input from others to heart and embrace the fast-paced learning experience, owning your journey.
- A voice that matters: From day one, we value your ideas and contributions. You’ll make a tangible impact by offering innovative ideas and practical solutions. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes.
- Global community: With colleagues across 65+ countries and over 100 different nationalities, our firm’s diversity fuels creativity and helps us come up with the best solutions for our clients. Plus, you’ll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences.
- World-class advantages: On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package to enable holistic well-being for you and your family.

Your Qualification and Skills

- 8+ years of hands-on experience in CRM execution, Martech delivery, and retention marketing within a digital-first brand or agency context. Proven track record of designing and implementing hyper-personalization strategies that leverage AI/ML, predictive analytics, and real-time data streams.
- Proven experience executing 1:1 personalization strategies, deploying predictive models, real-time triggers, and machine-learning-driven customer journeys.
- Demonstrated ability to independently deploy and optimize complex campaigns across Email, SMS, Push, App, and Web channels.
- Strong hands-on experience configuring Customer Data Platforms (CDPs) (e.g., Tealium, Adobe) and Next-Best-Action (NBA) decisioning workflows
- Strong ability to translate marketing briefs and business KPIs into technical requirements for engineering/data science teams.
- Experience managing cross-functional workstreams, collaborating closely with data engineers, product owners, and creative teams.
- Proven capability to track campaign performance, calculate Martech-driven ROI, and present impact metrics to stakeholders.
- Practical understanding of loyalty program mechanics, point structures, and retention-focused partnership campaigns.

📌 Martech & Hyper Personalization Expert (Gurugram)
🏢 McKinsey u0026
📍 Gurugram