The Economist Customer Journey Manager in london, United Kingdom
This role will manage the creation, implementation and optimization of customer lifecycle communications across all channels, with the aim of providing first class customer journeys for The Economist’s valued subscribers.
The Customer Journey Manager will work closely with global marketing teams across all areas of the customer lifecycle, from on-boarding to retention, to translate customer communication requirements into detailed mapped-out journeys, and project manage the implementation of these journeys within Salesforce Marketing Cloud, working alongside the technical implementation teams.
They will also play a key role in the migration of existing customer journeys into Salesforce Marketing Cloud.
How will you contribute
Manage the creation and implementation of customer journeys across all parts of a customer’s lifecycle, across all channels, with a primary focus on email communications within Salesforce Marketing Cloud
Work with marketing teams across different points of the customer lifecycle to understand and document customer communication requirements
Translate these requirements into fully mapped-out customer journeys, detailing communication triggers, business rules, audience segments and touch points
Clearly brief technical teams and project manage the implementation of journeys and communications from concept to launch
Monitor and report on performance of customer journeys, making recommendations for changes and developing a testing strategy to continually optimise journeys
Manage changes and set up tests to journeys directly within Salesforce Marketing Cloud
Review use of personalisation and other tools that can improve audience engagement and retention
Manage customer segmentation and audience selection for campaigns
Play a key role in the migration of customer journeys to a new marketing platform, Salesforce Marketing Cloud.
Work closely with the data privacy team to ensure compliance with regional data protection regulations and to ensure customer communication preferences are easily accessed and updated
Experience, skills and professional attributes
The ideal skills for this role are:
Experience of planning and managing customer journeys across multiple channels, with a track record of success
Experience of working with marketing automation and multi-channel campaign tools – knowledge of Salesforce Marketing Cloud would be a distinct advantage
Experience of collaborating with technical teams to deliver new initiatives. Comfortable discussing complex technical set ups and detailed data flows.
Understanding of how to manage customer data and audience segmentation to create targeted, relevant communications
Ability to create and implement testing plans to produce insights and present learnings to key stakeholders
A self-starter with the ability to take ownership and a desire to solve problems
Project management experience and skilled in time-management
A confident communicator with the ability to build effective working relationships across a diverse group of stakeholders across different locations and time zones
A subscriptions marketing background, with a focus on email marketing is preferable
Working knowledge of html and personalisation language would be beneficial
Excellent proofing skills
Analytical with a strong attention to detail