Customer Journey Manager
Core
Define national CRM strategy and map end-to-end customer journeys for a global convenience retailer, driving engagement via email, SMS, newsletter, and the Circle K App.
Role type
Manager, Customer Journeys (Marketing)
Builds
National CRM campaigns, customer journey maps, and the Circle K App growth ecosystem.
Domain
Retail / Convenience Store / Customer Loyalty
Deliverable
product features
Required skills
CRM strategy, customer journey mapping, campaign management, stakeholder alignment, privacy compliance, vendor management
Preferred skills
Loyalty program experience, retail/CPG environment experience, Adobe Campaign, Infobip
Technologies
Adobe Campaign, Infobip
Responsibilities
Define national CRM strategy across email, SMS, newsletter, and app; Map and design end-to-end customer journeys; Brief CRM Activation team on campaign requirements; Consolidate business unit content into a unified communications calendar; Oversee campaign performance and drive optimizations; Lead the growth of the Circle K App and manage in-app content; Coordinate inputs across Merchandising, Legal, and Technology teams; Own privacy compliance across all loyalty CRM channels.
Seniority
Manager, strategic & executional