Customer Journeys Manager

Oxford University Press

  • Oxford
  • Permanent
  • Full-time
  • 3 days ago
About the RoleThis is an exciting opportunity for an experienced digital marking professional to join our vibrant and collaborative Marketing Operations team in the Education Division as our new Customer Journeys Manager.The Customer Journeys Manager is responsible for supporting holistic customer experience strategies across digital product platforms and marketing channels to help drive evaluation, acquisition, and engagement, with the goal of increasing subscription sales and retention rates. Working with key stakeholders, the role supports the delivery of digital product marketing strategies that reflect a deep understanding of customer needs and competitor activity. The role is responsible for helping build internal capabilities for delivering optimal customer journeys across digital product platforms while also supporting the build of marketing workflows for lead generation and automated journeys using marketing automation and the CRM.Key responsibilities in this role will include:
  • Develop and implement holistic customer experience strategies across digital product platforms and marketing channels to support subscription sales and retention.
  • Develop and share best practices with stakeholders to optimise customer journeys across digital product platforms and marketing channels using marketing automation and CRM.
  • Drive platform data strategy for customers, ensuring alignment between Marketing and Product teams.
  • Work with Product, Marketing, and Customer Success teams to define actionable insights from digital product usage data to enhance customer satisfaction, usage and loyalty.
  • Support Subscriber Engagement Managers by helping them deliver digital product marketing strategies based on customer needs and competitor analysis.
  • Support Subscriber Engagement Managers to improve customer engagement through personalised experiences across marketing channels and touchpoints to drive subscription retention and growth.
  • Working with Subscriber Engagement Managers help define KPIs for customer acquisition and retention to meet or exceed business targets.
  • Collaborate with stakeholders across Subscriber Engagement, Customer Services, Sales, Product, and Marketing to deliver a coherent service across all touchpoints.
  • Set and control the marketing budget, influencing wider budget allocations for key projects and initiatives.
  • Support the CRM and Email Marketing Manager when required with the building of marketing workflows and processes leveraging customer data from the CRM for lead generation and automated nurture journeys for UK and International teams.
  • Support the CRM and Email Marketing Manager when required with the implementation of lead generation and web form strategies for UK and International teams.
  • Ensure the efficient day-to-day running of the marketing operation, supporting key processes, channels, and system knowledge for the team.
We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.About YouTo be successful in this role, you will ideally have:
  • 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
  • Translating analytics and user research into solutions that meet customer need
BenefitsWe care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.Please see our Rewards and Recognition page for more information.QueriesPlease contact with any queries relating to this role.Please note this advert may be removed before the advertised end date, so we encourage you to apply as soon as possible.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.

Oxford University Press