Responsibilities

• Customer Journey Mapping Management:
• Journey Map Maintenance:Owner of governance and maintenance of the customer journeys for the core audiences across the various management platforms (EG: CDP, AJO, Journey Builder) and key touchpoints (website, email, app, social, ads, customer service, product usage).
• Identification of Key Moments & Pain Points:Utilize a data-driven approach to pinpointing critical decision points, moments of delight, and areas of friction or abandonment within the customer journey using data.
• Behavioral Optimization:Management and refinement of customer journeys based on behavioral patterns, demographics, psychographics, and lifecycle stage derived from journey data.
• Advanced Analytics & Insights:
• Data Oversight & Governance:Oversee the strategy and management of the types and sources of data from various sources (CRM, CDP, web analytics, marketing automation, product analytics) that will be utilized to inform and manage a unified customer view across the journey for the core audiences.
• Deep Dive Analysis:Conduct quantitative and qualitative analysis to uncover trends, anomalies, and opportunities within customer journeys. Utilize techniques like funnel analysis, path analysis, churn prediction, and lifetime value modeling.
• KPI Definition & Reporting:Define key performance indicators (KPIs) related to journey effectiveness and personalization impact, grounded in impact to the business. Define and monitor dashboards and reports to track performance, communicate insights, and demonstrate ROI.
• Predictive Modeling:Collaborate with data science teams (if applicable) to develop predictive models that anticipate customer needs, propensity to purchase, churn risk, or next best action.
• Personalization Strategy & Execution:

Requirements

• Analytical Prowess: Expert-level skills in data analysis, interpretation, and visualization. Proficiency with analytics tools (Google Analytics, Adobe Suite, SFMC etc.).
• Data Management: Breadth and depth across data types and sources within martech/adtech that would be valuable to audience development, journey management and personalization strategies.
• Marketing Technology: Deep understanding and hands-on experience with the Adobe stack (AEM + AEP) and CRM (Salesforce)
• Strategic Thinking: Ability to translate complex data into actionable strategies and a clear vision for personalized customer experiences.
• Customer Empathy: A genuine understanding of customer needs, motivations, and pain points.
• Communication & Storytelling: Excellent written and verbal communication skills, with the ability to present complex analytical findings to non-technical stakeholders in a compelling and actionable way.
• Project Management: Ability to manage multiple projects, prioritize tasks, and drive initiatives to completion.
• Experimentation Mindset: A strong understanding of A/B testing methodologies and a commitment to iterative optimization.
• Impact Orientation: Able to balance the need for customer experience with the needs of the business to ensure that Journey Management and Personalization strategies are implemented both efficiently and effectively for the business.

Benefits

• We offer a competitive benefits package, click WPP Benefits for more details.