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