ETML by McKinsey - Senior Manager - Martech & Hyper Personalization

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.

- Martech Tooling Expertise:

1. Customer Data Platforms (CDPs): Segment, Tealium, mParticle, Adobe Real-Time CDP, Treasure Data.

2. Personalization Tools: Adobe Target, Optimizely, Dynamic Yield, Evergage, Monetate.

3. Content Management Systems (CMS): Adobe Experience Manager, Contentful, Drupal, WordPress.

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

5. 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.