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- Tasks: Design and orchestrate customer journeys for a seamless experience across all channels.
- Company: Join Tesco, a leading supermarket and tech company dedicated to improving lives globally.
- Benefits: Enjoy a competitive salary, annual bonuses, 25+ days holiday, and private medical insurance.
- Why this job: Be part of a dynamic team that values collaboration, innovation, and personal growth.
- Qualifications: CRM background, strategic thinking, and strong stakeholder management skills required.
- Other info: Flexible working options available; we support diverse backgrounds and experiences.
The predicted salary is between 43200 - 72000 £ per year.
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Sector: Customer Services
Role: Manager
Contract Type: Permanent
Hours: Full Time
About the role
This role designs and orchestrates customer journeys which deliver a positive customer experience and drive customer and business objectives. Designing journeys addressing specific audience needs and behaviours using customer segments with behavioural and demographic overlays, collaborating across teams to ensure these journeys are activated effectively, working closely with the audience and insight teams to leverage data to inform journey design.
You will be responsible for:
- Designing and orchestrating cross-channel customer journeys for each segment/audience, ensuring consistency and quality across all touchpoints (online, in-store, mobile, email) 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.
- 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.
- Collaborating with Insight to ensure customer journeys are data-driven and continuously improved.
You will need:
- Background in CRM
- 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
- Customer journey design
- Strategic thinking and problem solving
- Stakeholder management
- Data-driven decision-making
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.
- 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:
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.
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Customer Journey Manager employer: ENGINEERINGUK
Contact Detail:
ENGINEERINGUK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Journey Manager
✨Tip Number 1
Familiarize yourself with customer journey mapping tools and methodologies. Being able to demonstrate your knowledge of these tools during the interview will show that you are prepared to design and orchestrate effective customer journeys.
✨Tip Number 2
Highlight your experience in cross-functional collaboration. Prepare examples of how you've successfully worked with diverse teams to achieve customer-centric goals, as this is a key aspect of the role.
✨Tip Number 3
Stay updated on the latest trends in CRM and customer experience. Being knowledgeable about current best practices will help you discuss how you can leverage insights and performance data to optimize customer journeys.
✨Tip Number 4
Prepare to discuss specific audience needs and behaviors. Think about how you would approach designing customer journeys for different segments, as this will be crucial in demonstrating your strategic thinking and problem-solving skills.
We think you need these skills to ace Customer Journey Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Journey Manager position. Understand the key responsibilities and required skills, such as customer journey design and data-driven decision-making.
Tailor Your CV: Customize your CV to highlight relevant experience in CRM, cross-functional collaboration, and strategic thinking. Use specific examples that demonstrate your ability to design customer journeys and achieve business objectives.
Craft a Compelling Cover Letter: Write a cover letter that connects your background and skills to the role. Emphasize your understanding of customer needs and how you can contribute to enhancing customer experiences at Tesco.
Highlight Data-Driven Achievements: In your application, showcase any past experiences where you leveraged insights and performance data to optimize customer journeys. This will demonstrate your ability to make data-driven decisions, which is crucial for this role.
How to prepare for a job interview at ENGINEERINGUK
✨Understand Customer Journey Design
Make sure you have a solid grasp of customer journey design principles. Be prepared to discuss how you would create and optimize journeys that cater to specific audience needs and behaviors.
✨Showcase Your Data-Driven Approach
Highlight your experience with leveraging insights and performance data. Be ready to provide examples of how you've used data to inform your decisions and improve customer journeys in previous roles.
✨Demonstrate Cross-Functional Collaboration
Since this role requires collaboration across various teams, come prepared with examples of successful cross-functional initiatives you've led or participated in. Emphasize your ability to work with diverse teams to achieve customer-centric goals.
✨Prepare for Stakeholder Management Questions
Expect questions about how you manage stakeholders and align their goals with customer journey objectives. Think of specific instances where you've successfully navigated stakeholder expectations and delivered results.
