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.

You will build and orchestrate a hierarchical approach to journey management - establishing portfolio-wide strategic initiatives, divisional programmes, and SWC-specific campaigns. Working closely with Data, Commercial, and Customer Success teams, you'll architect how we embed AI-powered personalisation and next best action/product recommendations to maximise customer lifetime value.

Your frameworks will enable both Autonomous Buyer Journeys (digital self-service) and traditional sales-assisted paths, ensuring intelligent transitions between marketing automation, sales engagement, and customer success motions. You'll lead two direct reports whilst creating the operational structures needed to scale personalised experiences across our entire customer base.

To succeed, you must excel at designing scalable frameworks from scratch, translating data insights into journey strategies, and balancing strategic architecture with practical SWC enablement.

Day-to-day, you will:

Journey Framework Architecture & Development

• Develop and implement a tiered journey framework (L0/L1/L2) that creates clear hierarchy between portfolio-wide initiatives, divisional programmes, and SWC-specific campaigns

• Architect L0 strategic journeys for cross-portfolio expansion plays, partnering with Commercial teams to identify and structure revenue opportunities

• Design L1 divisional journey templates that drive product adoption and category expansion within market segments

• Build L2 enablement tools allowing SWCs to rapidly deploy localised campaigns within the broader framework

• Establish governance models and performance measurement systems for this multi-tier approach

• Create journey KPI frameworks aligned to each level: portfolio GRR/NRR, divisional expansion metrics, product adoption indicators

Expansion & Retention Strategy Development

• Partner with Commercial teams to build expansion triggers and retention interventions into journey architecture

• Design methodology for SOLVE → EVOLVE customer progression, creating frameworks for portfolio adoption

• Develop REVIVE journey playbooks for at-risk intervention and win-back campaigns

• Architect RISE frameworks for advocacy and community engagement programmes

• Build next best product (NBP) recommendation logic incorporating usage patterns, customer potential, and commercial priorities

• Create retention early warning systems that integrate with CS platforms and health scoring

Personalisation & Data Partnership

• Collaborate with Data teams to architect customer intelligence layers that power journey personalisation

• Design personalisation strategies that scale: segment-based (portfolio), cohort-based (divisional), and individual (SWC)

• Build frameworks for AI-powered content and channel optimisation within journey orchestration

• Partner with Data to establish propensity modelling for expansion, churn risk, and product adoption

• Create feedback loops between journey performance and customer data platform

• Develop experimentation frameworks with A/B testing methodologies at each level

SWC Enablement & Framework Adoption

• Enable 22 SWCs to operate within your framework whilst maintaining local market flexibility

• Build capability for journey orchestration across Marketing, Sales, CS, and Commercial teams

• Lead two direct reports (Customer Lifecycle Manager and Customer Campaign Manager)

• Establish Centre of Excellence operations including journey governance, performance reporting, and best practice documentation

• Drive framework adoption through stakeholder engagement and value demonstration

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 flexibility