Customer Journey Manager

In this role you will design the orchestration of end to end customer journeys, delivering a personalised customer experience to achieve audience and commercial objectives. Designing end to end customer journeys addressing specific audience needs and behaviours using customer segments with behavioural and demographic overlays to drive customer loyalty and customer lifetime value. Working closely with the audience and insight teams, including EA to leverage data to inform journey design. Collaborate across teams cross-functionally to ensure these journeys are activated effectively.

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You will be responsible for:

- Managing your budget for your customer journeys to deliver to ambitious commercial objectives.

- Designing and orchestrating connected, cross-channel customer journeys to an objective for each identified segment / audience, ensuring consistency and quality across all channel touchpoints (incl.online, in-store, mobile, email) identified in the end to end journey.

- Ensuring customer journeys reflect segment-specific needs and align with overall Customer / business objectives.

- Collaborating with functional/channel specialists to bring these journeys to life.

- Leveraging insights and performance data to continuously refine and optimise segment / audience-specific journeys and propositions to achieve commercial objectives.

- Collaborating with Insight to ensure customer journeys are data-driven and continuously improved.

- Building clear Test and Learn plans to drive end to end journey optimisation.

- Using tailored segment strategies to outline optimisations to existing propositions or new propositions required to serve segment / audience needs and strategic objectives.

- Highlighting capability gaps to build into the Personalisation roadmap.

- Working with Finance to build and validate business cases for new propositions.

You will need:

-Strong background in CRM and CLTV management

- Strong Commercial acumen

- Data-driven decision making

- Understanding of business priorities and how to align customer journeys with segment goals

- Proven ability to lead cross-functional initiatives and collaborate with diverse teams to achieve customer-centric goals

- Story-telling and confidence in communication

- Effective prioritisation

What's in it for you:

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!

Annual bonus scheme of up to 20% of base salary
Holiday starting at 25 days plus a personal day (plus Bank holidays)
Private medical insurance
26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

About us:

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We're a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.

We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you.

NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.

We're proud to have been accredited Disability Confident Leader and we're committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please visit https://www.tesco-careers.com/accessibility