Customer Journey Manager

About the role

We are seeking an experienced Customer Journey Manager to join the Group CRM and Customer Engagement team of a leading international consumer organisation. In this strategic position you will shape and optimise digital customer journeys across Belgium, Spain, Portugal and Italy, focusing on onboarding, engagement, loyalty, retention and subscription value.

Key responsibilities

• Design and optimise end‑to‑end customer journey strategies that enhance onboarding, engagement, loyalty and reduce churn.
• Analyse customer behaviour, journey performance and engagement signals to uncover improvement opportunities.
• Translate data insights into clear, actionable recommendations for central and local teams.
• Define journey designs that address customer needs at each stage of the subscription lifecycle.
• Monitor journey performance using existing dashboards, reports and analytics.
• Collaborate with specialist CRM, data and delivery teams to implement recommended strategies.
• Support the integration of conversational AI into customer service and engagement processes.

Required profile

• Proven experience in designing and optimising digital customer journeys for multi‑country organisations.
• Strong analytical mindset with the ability to interpret behavioural data and performance metrics.
• Excellent communication skills to convey insights and recommendations to both central and local stakeholders.
• Strategic thinker capable of influencing cross‑functional teams without direct implementation responsibilities.
• Fluency in English; additional European language skills are a plus.

Required skills