Customer Journeys Manager

Oxford University Press; Oxford; On-site; GBP 100,000 - 125,000; Full time

Job summary

A global education-focused organization in the UK is looking for a Customer Journeys Manager to enhance customer engagement and drive subscription sales. The successful candidate will develop strategies across digital platforms, optimize customer journeys, and lead a team to achieve retention targets. Applicants should have strong analytical skills, experience with marketing automation and CRM tools, and a marketing degree or equivalent qualification. This role offers a chance to significantly influence customer experience in a collaborative environment.

Qualifications

• Deep understanding of digital product marketing and customer experience strategies.
• Strong analytical skills to define actionable insights from usage data.
• Experience with marketing automation and CRM systems.
• Ability to collaborate effectively with cross-functional teams.

Responsibilities

• Develop and implement holistic customer experience strategies across digital platforms.
• Optimize customer journeys using marketing automation and CRM systems.
• Drive platform data strategy and collaborate with Product and Marketing teams.
• Manage marketing budgets and influence allocations for key projects.

Skills

Digital product marketing

Analytical skills

Marketing automation

CRM systems

Cross-functional collaboration

Budget management

Lead generation

Analytics tools

Education

Bachelor’s Degree or equivalent marketing qualification (e.g., CIM)

Tools

Google Analytics

Google Tag Manager

Job description

• Department: Marketing – Marketing Operations
• Location: Sector - 62, Noida

About the Role

Introduction – the ‘why’

This is an exciting opportunity to join a global education-focused organization committed to delivering exceptional customer experiences. As Customer Journeys Manager, you will shape strategies that enhance customer engagement, drive subscription sales, and improve retention across digital platforms. You’ll work with cross-functional teams—Product, Marketing, and Customer Success—while leveraging marketing automation and CRM tools to create personalized journeys. This role offers the chance to lead a team, influence digital marketing strategies, and contribute to building best-in-class customer experiences in a collaborative, mission-driven environment.

Opportunity – the ‘what’

On a day-to-day basis, you will:

• Develop and implement holistic customer experience strategies across digital platforms and marketing channels.
• Optimize customer journeys using marketing automation and CRM systems.
• Drive platform data strategy and collaborate with Product and Marketing teams to derive actionable insights from usage data.
• Support Subscriber Engagement Managers in delivering personalized marketing strategies and defining KPIs for acquisition and retention.
• Build marketing workflows for lead generation and automated nurture journeys.
• Oversee a team of four campaign executives, ensuring smooth execution of operational tasks for UK marketing needs.
• Manage marketing budgets and influence allocations for key projects.
• Ensure efficient day-to-day operations, documentation, and continuous improvement of digital marketing processes.

Your impact will be seen in achieving subscription sales and retention targets, improving customer satisfaction, and driving engagement through personalized experiences.

About You

• Deep understanding of digital product marketing and customer experience strategies.
• Strong analytical skills to define actionable insights from usage data.
• Experience with marketing automation and CRM systems.
• Ability to collaborate effectively with cross-functional teams.
• Proven track record in managing marketing budgets and achieving business targets.
• Knowledge of digital subscription business models.
• Familiarity with lead generation and web form strategies.
• Influencing cross-functional stakeholders.
• Experience with analytics tools such as Google Analytics and Google Tag Manager.
• Ability to translate analytics and user research into customer-focused solutions.
• Bachelor’s Degree or equivalent marketing qualification (e.g., CIM).

Queries

Please contact [e-mail] with any queries relating to this role.

Dependent on skills and experience.

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.

Job Category: Marketing & Communications