Customer Journey Specialist at hearX Group

Remote Working:

• 2 days work-from-home in line with Company Policy (only applicable after probation is successfully passed)

Job Purpose:

• Develop and coordinate full funnel customer journeys strategies and manage the implementation thereof on the relevant platforms. Monitor and optimize journeys to achieve set KPI targets.
• Actively support management to build out CRM strategies guided by market and competitor insights and historic performance. Assist with general marketing administrative tasks and continually strive to optimize processes to work more seamlessly.

Minimum education (essential):

• Diploma (Communications / Marketing)

Minimum education (desirable):

• Degree (Communications / Marketing)

Minimum applicable experience (years):

• 5 years

Required nature of experience:

• Business to Consumer marketing.
• Experience in international markets.
• Experience with customer journey strategy development, reporting and implementation with a focus on emails.

Skills and Knowledge (essential):

• Customer journey strategy development
• Customer journey implementation, testing and reporting
• Data analysis 
• Customer journey insight generation and optimizations
• GA4 (Google Analytics 4)
• Marketing Cloud (Salesforce marketing tool)
• MailChimp
• Competitor analysis
• Proficient in Google Suite
• Copywriting
• Content creation 
• Campaign management 
• Optimizing lead conversion

Essential Competencies:

• Embracing Change
• Checking Things
• Documenting Facts
• Producing Output 
• Meeting Timescales
• Managing Tasks
• Taking Action
• Interpreting Data

Important Competencies:

• Developing Expertise
• Challenging Ideas
• Generating Ideas
• Inviting Feedback
• Adopting Practical Approaches
• Upholding Standards
• Pursuing Goals
• Showing Composure
• Examining Information
• Team Working
• Following Procedures
• Thinking Positively

Customer Journey Management 20%

• Drive sales conversion and customer lifetime value (purchases, repurchases, upsells, subscriptions) by implementing and optimizing best-practice customer journey management.
• Manage email drip campaigns in Mailchimp and Marketing Cloud by developing and implementing various journeys as needed.
• Customize and configure CRM marketing systems to meet the organization's specific needs.
• Implement and manage CRM systems to streamline customer interactions and improve overall efficiency.
• Set Email Marketing benchmarks and targets.
• Cross functional team collaboration to ensure implementation and optimization of the customer journeys including briefing the copy, creative and technical teams.
• Schedule promotional and ad hoc tactics across platforms.
• Ensure data accuracy, integrity, and security within the CRM platform.
• Format emails according to required standards, ensure high quality of emails and follow the appropriate approval process.

Strategic management and support 25%

• Provide support in terms of insight generation from the market, competitors and performance to assist with strategic direction.
• Assisting to create systems and structures to support the broader business.
• Consistently explore new opportunities to remain relevant and ahead of our competitors.
• Develop and execute CRM strategies to enhance customer satisfaction and loyalty based on a very specific target audience.
• Utilize the platform's full targeting and segmenting capabilities to create customized journeys and content. 
• Identify and implement initiatives to acquire new customers and retain existing ones.
• Collaborate with marketing teams to create personalized and targeted campaigns.
• Development and coordinate an end-to-end, full funnel customer journey strategy for healthcare,  direct-to-consumer and retail channels.

Data Tracking & Reporting 20%

• Utilize analytics tools to generate insights and reports on customer behavior and engagement.
• Provide regular reporting on the performance of  email campaigns and customer journeys.
• Provide insights and key learnings gained from the report.
• Provide clear next steps to ensure the optimal performance of these journeys. 
• Analyze customer data to identify trends, preferences, and opportunities for improvement.
• Collaborate with marketing, sales, and customer service teams to leverage data for targeted campaigns and initiatives.

Continuous Improvement 25%

• Stay informed about industry trends and best practices in CRM.
• Identify opportunities for process improvement and optimization of CRM systems.
• Continuous AB testing and optimizations of journeys to deliver a high- performing and high-converting lead and customer nurture stream.
• Ensure content is updated according to the latest assets.
• Investigate other platforms to develop a more holistic journey with multiple touch points such as text campaigns and work with cross-functional teams to implement these additional touch points.

Marketing Administration 5%

• Assist with overall digital marketing administration including finance requirements.
• Ensure that Marketing folders are kept up to date and that all files are saved in the relevant folders.
• Assist with the management of the CRM accounts and marketing tools related to CRM. 
• Assist broader marketing team with general administrative tasks.

QMS 5%

• Ensure that QMS guidelines are adhered to. 
• Ensure that all supporting documents are kept to date. 
• Ensure that all processes are kept relevant.