Customer Intelligence Product Manager

Customer Intelligence Product Manager (CVM & Real-Time Engagement)

About DataScience Middle East

DataScience Middle East (DSME) is a leading regional provider of Artificial Intelligence, Advanced Analytics, Enterprise Data Management, Governance, Risk, Compliance, and Digital Transformation solutions across the Middle East. We work with government entities, large enterprises, and strategic institutions to deliver high-impact business and technology transformation programs that improve performance, operational efficiency, decision-making, and service excellence.

As part of our continued growth and operational maturity journey, we are seeking a highly capable and detail-oriented Business Process Excellence Lead to drive process governance, process optimization, service improvement, and operational excellence across the organization.

Role Overview

DataScience Middle East is looking for a Customer Intelligence Product Manager that will be responsible for defining, building, and scaling next-generation Customer Value Management (CVM) and Customer Intelligence platforms. This role owns the end-to-end product vision and execution of AI-driven, real-time customer engagement ecosystems, enabling hyper-personalized interactions across all customer touchpoints.

Key Responsibilities

Product Strategy & Vision

• Define and own the Customer Intelligence & CVM product roadmap, aligned with enterprise growth, CX, and revenue objectives.
• Lead the evolution from batch campaign management to real-time, event-driven decisioning.
• Build a vision for hyper-personalized, AI-powered customer engagement at scale, leveraging predictive analytics and behavioral insights.
• Position the platform as a central decisioning layer across all marketing, digital, and customer interaction channels.
  Customer Intelligence & Data Activation
• Design and operationalize unified customer profiles, combining behavioral, transactional, and contextual data.
• Enable advanced segmentation, audience management, and dynamic audience activation across channels.
• Ensure seamless data-to-decision pipelines, allowing real-time activation without latency or dependency on heavy data movement .
• Drive capabilities around:
• Customer 360 & identity resolution
• Event-based triggers and streaming data utilization
• Continuous audience enrichment and refresh
  Campaign Management & Journey Orchestration
• Lead the design of end-to-end campaign management frameworks supporting:
  • Multi-channel campaigns (digital, branch, contact center, retail, etc.)
  • ATL & BTL orchestration
• Build and manage intelligent customer journeys:
  • Multi-step, multi-touchpoint journeys
  • Real-time and scheduled interactions
  • A/B/n testing and journey optimization
• Enable AI-assisted journey creation and automation, reducing manual effort and accelerating time-to-market .
  Real-Time Decisioning & Next Best Action
• Own the development of a real-time decisioning engine that determines:
  • Next Best Action (NBA)
  • Next Best Offer (NBO)
  • Channel & timing optimization
• Translate business strategies into decision logic, rules, and AI models.
• Enable marketer-led decisioning frameworks, allowing business users to deploy strategies without heavy IT dependency .
• Ensure decisions are:
  • Context-aware
  • Event-driven
  • Continuously optimized through feedback loops
    AI, Personalization & Automation
• Embed AI and machine learning into all layers of the product:
  • Predictive modeling (churn, propensity, CLV)
  • Personalization engines
  • Reinforcement learning for optimization
• Drive hyper-personalization at scale, delivering tailored experiences across channels.
• Leverage AI assistants, copilots, and autonomous agents to:
  • Automate campaign creation
  • Recommend strategies
  • Optimize engagement performance .
• Champion self-learning systems that continuously improve outcomes.
  Omnichannel Engagement & Communication
• Ensure seamless orchestration across all customer touchpoints:
  • Digital (mobile, web, app)
  • Outbound (SMS, email, push notifications)
  • Inbound (call center, chatbot)
  • Offline (branch, retail, field)
• Define and enforce contact policies and communication governance to optimize customer experience and avoid fatigue .
• Enable right-time, right-channel delivery for every interaction.
  Product Delivery & Execution
• Work closely with:
  • Data Scientists
  • Data Engineers
  • Martech teams
  • Business stakeholders
• Translate business requirements into:
  • Product features
  • User stories
  • Technical requirements
• Lead agile product development cycles, ensuring fast delivery of incremental value.
• Oversee integration with:
  • Core systems
  • Digital channels
  • External ecosystems
    Performance, Optimization & Value Realization
• Define and track KPIs and success metrics:
  • Conversion rates
  • Campaign ROI
  • Customer engagement metrics
  • Revenue uplift
• Enable closed-loop measurement frameworks:
  • Feedback-driven optimization
  • Experimentation (A/B/n testing)
• Continuously improve customer journeys and decision models based on insights.
  Stakeholder & Business Alignment
• Engage with senior stakeholders (Marketing, CX, Digital, Sales).
• Act as a trusted advisor on customer intelligence transformation.
• Lead workshops to define:
  • Use cases
  • Customer strategies
  • Personalization frameworks
• Drive adoption of data-driven decision-making culture.
  

Required Qualifications

Experience

• 5+ years in:
  • Customer Intelligence / CVM
  • Campaign Management
  • Martech / AdTech
  • Customer Experience Platforms
• Proven experience in:
  • Real-time decisioning systems
  • Omnichannel campaign orchestration
  • AI-driven personalization platforms
• Experience in industries such as:
  • Banking / Financial Services
  • Telecom
  • Retail / E-commerce

Technical & Functional Expertise

• Deep understanding of:
  • Customer Data Platforms (CDP)
  • Campaign management systems
  • Decision engines & rule frameworks
• Strong knowledge of:
  • AI/ML in marketing
  • Event-driven architectures
  • Customer journey orchestration
• Experience working with:
  • Data models & segmentation
  • APIs and integrations
  • Real-time streaming environments

Core Competencies

• Strategic thinking & product vision
• Strong analytical and data-driven mindset
• Ability to translate business needs into scalable products
• Leadership and cross-functional collaboration
• Strong communication with executive stakeholders

Key Success Indicators

• Deployment of a centralized customer intelligence platform
• Increase in campaign ROI and conversion rates
• Reduction in time-to-market for campaigns
• Adoption of real-time, AI-driven decisioning
• Measurable improvement in customer experience and engagement