Customer Journey Manager – Retention

h3About the role /h3pOur client is a bleading international consumer organisation /b that helps millions of people make informed decisions, understand their rights and get fair value from the products and services they use. As customer expectations become increasingly digital, they are building bmore personalised, accessible and responsive experiences /b across every channel. /ppTo strengthen their bGroup CRM Customer Engagement team /b, they are looking for an experienced bCustomer Journey Specialist /b to join them on a bpermanent contract /b. You will shape and optimise customer journeys across bBelgium, Spain, Portugal and Italy /b, with a clear focus on bonboarding, engagement, subscription value, retention, loyalty and churn reduction /b. /ppThis is a bstrategic role /b. You won't build campaigns or technical solutions yourself. You'll define the strategy and direction, and specialist CRM, data and delivery teams will bring it to life. You'll also help shape how customer journeys evolve as bconversational AI /b becomes part of customer service and engagement. /ph3What you'll do /h3ullibDesign and optimise customer journey strategies /b that improve onboarding, engagement, loyalty, retention and subscription value. /lilibAnalyse customer behaviour /b, journey performance and engagement signals to spot the biggest opportunities. /lilibTurn data and insights into clear, practical recommendations /b for central and local teams. /liliDesign journeys that respond to customer needs at bevery stage of the subscription lifecycle /b. /liliIdentify levers to breduce churn /b and build long-term customer relationships. /lilibMonitor journey performance /b using existing dashboards, reports and analytics tools. /liliDefine btestable hypotheses /b and coordinate bA/B testing /b with the CRM, data and delivery teams. /liliWork closely with bCRM, Transformation and AI teams /b in an international environment. /lilibInfluence stakeholders /b through evidence and customer insight rather than direct authority. /liliHelp build a bconsistent way of measuring journey effectiveness /b across European markets. /li /ulh3What you bring /h3ullibStrong experience in customer journey management, CRM or customer engagement. /b /lilibSolid knowledge of onboarding, retention, loyalty, subscription value and churn reduction strategies. /b /liliThe ability to bread customer data /b and turn complex findings into focused business recommendations. /liliA track record of busing insights and performance results /b to improve journeys, campaigns or service experiences. /liliHands-on knowledge of bexperimentation /b: hypothesis design, bA/B testing /b and result analysis. /liliExperience in a bsubscription-based business, membership organisation or loyalty programme /b is a big plus. /liliFamiliarity with bSalesforce Marketing Cloud, Salesforce Service Cloud, Google Analytics /b or BI tools is an advantage. /liliYou're comfortable in an binternational, cross-functional organisation in transformation /b. /lilibFull professional fluency in English. /b French, Dutch, Spanish, Italian or another European language is a strong asset. /liliA bpermanent, full-time employment contract /b directly with our client. /liliStrong salary and extra legal benefits /lilibReal impact: /b help millions of consumers make better choices and get fair value, in an organisation with a clear purpose. /liliA bkey role in shaping customer journey strategy /b across four European markets. /liliA front-row seat in a btransformation journey /b, including the integration of bconversational AI /b into customer engagement. /liliAn binternational, collaborative and highly skilled team /b spanning CRM, data, transformation and AI. /lilibHybrid working /b, with around b2 days per week on-site /b, depending on team and business needs. /lilibOccasional international travel 2x year. /b /lilibStart: as soon as possible /b (to be discussed). /li /ul