Job Summary

The I&P; Global Network Song practice works with clients across their marketing, sales and services functions, providing transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. You will own customer lifecycle engagement and campaign transformation workstreams for clients across Retail, Financial Services, Software &

- Platforms, and Life Sciences.

This is a workstream ownership role: you carry the client relationship for your track, lead a team of consultants, and are accountable for the commercial outcomes of the campaigns and journeys you design. You translate growth, retention and loyalty ambitions into segmented, decisioning-driven lifecycle interventions and prove the value they create.

Roles &

- Responsibilities:

- Customer Lifecycle Strategy:
- Own the end-to-end customer lifecycle framework - acquisition, onboarding, activation, engagement, cross-sell, upsell, retention, loyalty, renewal and win-back.
- Define customer segmentation and treatment strategies across lifecycle stage, value tier, behavioural profile, propensity, risk and engagement level.
- Own the campaign calendar and prioritisation across a complex, multi-channel workplace, balancing commercial objectives, customer relevance, contact policy and regulatory requirements.
- Next Best Action &
- Personalisation:
- Translate business objectives into Next Best Action and Next Best Offer strategies - eligibility, suitability, applicability and prioritisation logic.
- Work with decisioning, data and martech teams to define engagement policies, arbitration rules,



contact policy and suppression frameworks.
- Drive the shift from batch campaign execution to trigger-based, event-driven, real-time and always-on engagement.
- Industry-Specific Growth &
- Retention Programmes:
- Retail: Design lifecycle programmes that drive repeat purchase, purchase frequency, basket growth, loyalty participation, category expansion, omnichannel conversion and customer retention.
- Financial Services: Design onboarding, activation, product adoption, cross-sell, wallet-share, servicing, retention and lifetime-value programmes while accounting for consent, suitability and regulatory controls.
- Software &
- Platforms: Drive onboarding completion, feature adoption, free-to-paid conversion, usage expansion, subscription renewal, churn prevention and reactivation across user and account lifecycles.
- Life Sciences: Shape compliant HCP and patient engagement journeys, including HCP education, patient support programme enrolment, adherence, persistence and omnichannel engagement, in partnership with medical, legal and regulatory stakeholders.
- Journey &
- Channel Orchestration:
- Design omnichannel journeys across email, SMS, mobile app, push notifications, web, ecommerce, digital media, contact centre,



sales and assisted channels.
- Translate customer behaviours, transactions and business events into automated lifecycle journeys and timely interventions.
- Optimise channel mix, cadence, content relevance and customer experience across touchpoints.
- Generative AI in Customer Engagement:
- Identify and land GenAI use cases across campaign planning, brief development, audience intelligence, content generation, personalisation and performance summarisation.
- Define quality, brand, compliance and human-review guardrails for AI-generated customer communication, with controls appropriate to regulated industries.
- Measurement &
- Optimisation:
- Own lifecycle performance measurement across acquisition, activation, engagement, conversion, retention, loyalty, renewal and customer lifetime value.
- Lead the test-and-learn agenda - control group design, A/B and multivariate testing, and incremental value attribution.
- Present performance read-outs and optimisation recommendations to client marketing and business leadership.
- Team &
- Delivery Management:
- Lead and coach a team of consultants and analysts; review and sign off on campaign strategy, journey design, build quality and reporting.
- Manage workstream plans, dependencies, risks and client expectations across marketing, sales, service, data, technology and compliance stakeholders.
- Business Development Support:
- Contribute to business cases, solution shaping and proposals; build reusable lifecycle marketing assets, accelerators and industry playbooks.

📌 I&P-GN - SONG-MT-DSMS-Customer Lifecycle Campaign- Retail-Manager (Bengaluru)
🏢 Accenture in India
📍 Bengaluru