Customer Journey Manager

Ready for a new challenge? Our clients are the leading brands in Europe, and they’re looking for a variety of digital talent for their teams. We’ll help you reach the next level with a job perfectly suited to your unique skills and aspirations.

About Ariad:

We’re the digital consultancy & staffing firm that leading A-brands in Europe count on to make digital transitions happen. We partner exclusively with brands like Samsung, Carrefour, ING, Orange and MediaMarkt. We bring together Europe’s finest talent and develop successful teams that create digital customer experiences that people want, love and talk about.

Ariad consultants specialise in digital marketing, e-commerce, digital communication, digital analytics, marketing automation, digital product design and digital transformation.

About our role:

Our client is a leading international consumer organisation looking for an experienced Customer Journey Manager to strengthen its Group CRM and Customer Engagement team.

Consumer organisations play an important role in helping people make informed decisions, understand their rights and receive fair value from the products and services they use. As customer expectations become increasingly digital, these organisations are also developing more personalised, accessible and responsive customer experiences across channels.

In this strategic role, you will help shape and optimise customer journeys across Belgium, Spain, Portugal and Italy. Your focus will include customer onboarding, engagement, subscription value, retention, loyalty and churn reduction.

You will analyse customer behaviour and existing performance data, translate insights into practical recommendations and help local and central teams identify the most valuable opportunities for improvement. Rather than implementing campaigns or building technical solutions yourself, you will define the strategy and direction that specialist CRM, data and delivery teams can put into practice.

You will also contribute to the evolution of customer journeys as conversational AI becomes more integrated into customer service and engagement. This is an opportunity to influence customer experience strategy within an international organisation that is transforming how it engages with and supports consumers.

What you will be doing:

• Your main responsibility will be to design and optimise customer journey strategies that improve onboarding, engagement, loyalty, retention and subscription value.
• Analyse customer behaviour, journey performance and engagement signals to identify opportunities for improving the customer experience.
• Translate customer data and insights into clear, practical business recommendations for central and local teams.
• Design and recommend customer journeys that respond to customer needs at different stages of the subscription lifecycle.
• Identify opportunities to reduce churn and strengthen long-term customer relationships.
• Monitor customer journey performance through existing dashboards, reports and analytics tools.
• Recommend improvements based on customer behaviour, performance data, market differences and business priorities.
• Define testable hypotheses and coordinate A/B testing initiatives with the relevant CRM, data and delivery teams.
• Work closely with CRM, Transformation and AI teams in an evolving international environment.
• Influence stakeholders through evidence, customer insight and clear recommendations rather than direct authority.
• Help teams establish a consistent approach to measuring customer journey effectiveness across multiple European markets.

What you bring:

• Strong experience in customer journey management, CRM, customer engagement or a closely related field.
• A solid understanding of onboarding, retention, loyalty, subscription value and churn reduction strategies.
• The ability to interpret customer data and turn complex findings into focused business recommendations.
• Experience using customer insights and performance results to improve journeys, campaigns or service experiences.
• Knowledge of experimentation methods, including hypothesis development, A/B testing and result analysis.
• Experience within a subscription-based business, membership organisation or loyalty programme is highly desirable.
• Familiarity with CRM and analytics platforms such as Salesforce Marketing Cloud, Salesforce Service Cloud, Google Analytics or business intelligence tools would be an advantage.
• Comfort working within an international, cross-functional organisation undergoing transformation.
• Full professional fluency in English.
• Knowledge of French, Dutch, Spanish, Italian or another European language is a strong asset.

The offer:

• Contractor collaboration for an initial six-month assignment, with possibilities for extensions.
• Possibility to discuss a full-time employment contract with Ariad as an employee.
• Work for a leading international consumer organisation and contribute to customer engagement, loyalty and retention across several European markets.
• You will have the opportunity to work with an international, collaborative and skilled team and play a key role in shaping customer journey strategy.
• Hybrid working arrangement, with part-time presence at our client’s offices required.
• Approximately two days per week on-site, depending on team and business needs.
• Occasional international travel may be required.
• Start date as soon as possible.

Why become an Ariad Consultant?

• You’re joining an impressive network of more than 100 digital consultants and the Ariad staff, all dedicated to helping and supporting each other to succeed and drive innovation.
• You will never be a number: we match you with projects that suit your skills and ambitions.
• Personalised follow-up and honest feedback guided by our Digital Talent Managers.
• Gain a rich community of other digital professionals at quarterly events and meetups.
• Ongoing opportunities to learn and grow professionally, including personal and professional development and guidance.
• Access to leading A-brands in Europe such as Samsung, ING Bank, Carrefour, L'Oréal, Decathlon and many others!

If you are excited about the opportunity to grow your career and make a difference, we encourage you to apply for this amazing job. Don’t miss out on the chance to join a top-notch team and be part of something special. Get started by sending your CV!