Customer Journey Manager

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 the role

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.

#LI-RD1

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

About us

You might know us as a supermarket, technology company or even for our award-winning mobile network. Truth is, we’re all of those things, and much more. Our colleagues work with one goal in mind, helping to make every day a little better for our customers, colleagues and communities all over the world. No two customers are the same, neither are our colleagues.

At Tesco, we champion a balance that lets you thrive both in and out of work. Spend 60% of your week collaborating with colleagues at our office locations or local sites and the rest remotely. Whether you're just kicking off your career, juggling passions, or navigating big life events, we're here to support you. We always welcome a conversation about flexible working, so talk to us throughout your application about how we can support.

We're proud to be an accredited Disability Confident Leader, where everyone’s welcome. That’s why we commit to providing a fully inclusive and accessible recruitment process. If you need support with your application, click here for more information. And if you're interested in joining our team but don't tick every box, don't let that hold you back from applying.