Senior Manager, Customer Journeys

The Access Group; Loughborough; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading software provider in Loughborough seeks a Senior Manager, Customer Journeys to develop a tiered Customer Journey Framework that drives expansion and retention across its software solutions. The ideal candidate will possess extensive experience in customer journey management, lifecycle marketing, and revenue operations, particularly in multi-product SaaS environments. Strong leadership skills and data fluency are essential for success in this role.

Qualifications

• Extensive experience in customer journey management.
• Proven ability to build strategic frameworks.
• Strong background in SaaS environments.

Responsibilities

• Develop and implement a tiered Customer Journey Framework.
• Drive expansion and retention outcomes across software companies.
• Lead cross-functional teams to enhance customer strategies.

Skills

Customer journey management

Lifecycle marketing

Revenue operations

SaaS experience

AI/ML capabilities

Data fluency

Team leadership

Multi-stakeholder management

Tools

Marketo

Braze

Databricks

Salesforce

Job description

The Senior Manager, Customer Journeys will join our Customer Marketing Centre of Excellence, developing and implementing a tiered Customer Journey Framework that drives expansion and retention outcomes across our 22 Software Companies. **Your skills and experiences might also include:** Demonstrable extensive experience in customer journey management, lifecycle marketing, or revenue operations roles * Proven experience building and implementing strategic frameworks in complex organisations* Strong expansion/retention strategy background in multi-product SaaS environments* Experience designing and scaling personalisation strategies using AI/ML capabilities* Data fluency with ability to architect measurement frameworks and translate analytics into strategy* Journey orchestration platform expertise (Marketo, Braze, or similar)* Track record of building operational structures and governance models* Multi-stakeholder management across Marketing, Sales, CS, Data, and Commercial functions* Framework development experience in CoE or shared services models* Team leadership capability with remote management experience**What would make you stand out:*** Experience building tiered or hierarchical journey frameworks from scratch* Background in expansion-focused roles (Customer Success, Revenue Operations, Growth Marketing)* Hands-on experience with Databricks, Salesforce, or similar data platforms* Track record of designing measurement and attribution models* PE-backed environment experience with focus on GRR/NRR improvement* Experience architecting both autonomous (digital) and assisted (sales-led) journey paths* Proven ability to create frameworks that balance standardisation with local flexibilityThe Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.