CUSTOMER JOURNEY OPTIMIZATION MANAGER
Core
Own the performance of the site-centric customer journey and related digital touchpoints (shopping tools, forms, dealer locator) to support customer needs and sales outcomes from first visit to lead handover.
Role type
Customer Journey Optimization Manager
Builds
Optimized site flows, tools, and touchpoints for online visitors and offline sales teams
Domain
Automotive digital marketing and sales enablement
Deliverable
product features
Required skills
Website performance analysis, Customer journey mapping, Conversion optimization (CRO), Digital analytics, A/B testing and experimentation, CRM integration, Lead generation tool management, UX process knowledge, Multi-brand/market alignment
Preferred skills
Experience in the carmaker industry
Responsibilities
Define and prioritize optimization actions on site flows and tools, Act on insights from marketing performance analysis and user surveys, Improve site level KPIs (user satisfaction, funnel conversion, lead capture), Coordinate with Regional Marketing, ICT, and UX teams, Track the impact of delivered actions on journey performance KPIs
