Customer Journey Optimisation Specialist
3 days ago
About the Role
We are seeking a Customer Lifecycle Strategist to design and own end-to-end customer journeys that drive repeat purchase, loyalty engagement, and incremental revenue.
This role will involve mapping and refining customer lifecycle programmes across onboarding, replenishment, churn prevention, winback, and loyalty engagement.
Key Responsibilities:
- Audit and scale automated workflows in CRM systems to improve retention and revenue outcomes
- Design always-on lifecycle programmes that deliver seamless customer experiences
- Own segmentation and behavioural triggers to ensure the right customers receive the right message at the right time
- Lead communications for loyalty programmes, including welcome messages, tier progression, rewards, and surprise-and-delight moments
- Drive core lifecycle metrics – CLV, retention, churn, second-purchase rate, and loyalty engagement
- Use cohort analysis and optimisation frameworks to uncover insights and embed a test-and-learn culture
- Partner with marketing teams to connect acquisition with retention and deliver integrated customer experiences
The business values experimentation, bold thinking, and impact. You will join a collaborative team where customer love drives every decision.
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