Customer Journey Manager
Core
Designing and orchestrating end-to-end customer journeys to connect marketing strategy with measurable client outcomes across acquisition, onboarding, engagement, retention, and reactivation.
Role type
Customer Journey Manager (Marketing Operations)
Builds
Scalable omnichannel customer journeys and lifecycle targeting frameworks
Domain
Financial Services / Marketing Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer journey orchestration, Adobe Journey Optimizer (AJO), lifecycle design, cross-functional coordination, functional requirements translation, end-to-end testing, KPI definition, data integration, vendor management, governance standards
Preferred skills
AI-driven personalization, next-best-action models, Adobe Customer Journey Analytics (CJA), Agile/Scrum, Certified Customer Experience Professional (CCXP), Canadian Securities Course (CSC)
Technologies
Adobe Journey Optimizer, Marketo, Salesforce Journey Builder, Jira, Workfront, Customer Data Platform (CDP), CRM
Responsibilities
Design end-to-end customer journeys across multiple channels; Collaborate with stakeholders to map touchpoints and identify friction points; Translate business goals into functional journey requirements; Validate data inputs, triggers, and audience alignment; Lead functional end-to-end testing across activation channels; Define journey KPIs and recommend optimizations based on performance analysis
Seniority
Mid-level, hands-on IC