Customer Journey Manager

The opportunity

Our client is a leading international consumer organisation strengthening its Group CRM and Customer Engagement team. As Customer Journey Manager, you will shape and optimise customer journeys across several European markets, improving onboarding, engagement, subscription value, retention and loyalty. You will turn customer insight into clear recommendations and help specialist teams deliver more effective experiences.

Consumer organisations are evolving beyond information and advocacy, using digital services, customer data and conversational AI to make support more personalised, accessible and responsive. This role sits at the intersection of customer experience, CRM and transformation, helping ensure consumers receive relevant value throughout their relationship with an organisation.

What you'll do

• Design and optimise journeys across onboarding, engagement, loyalty, retention and subscription value.

• Analyse customer behaviour, journey performance and engagement signals to identify opportunities.

• Translate data and insights into practical recommendations for central and local teams.

• Define hypotheses and coordinate A/B testing with CRM, data and delivery teams.

• Establish consistent approaches to measuring journey effectiveness across European markets.

What you bring

• Demonstrated experience in customer journey management, CRM, customer engagement or a related field.

• Apply customer insight and performance data to improve journeys, campaigns or service experiences.

• Understand onboarding, retention, loyalty, subscription value and churn reduction.

• Develop hypotheses, support A/B testing and interpret results.

• Communicate clearly and influence international, cross-functional stakeholders in English.

• Useful, but not essential: experience in subscription, membership or loyalty organisations; familiarity with CRM and analytics platforms; and knowledge of French, Dutch, Spanish, Italian or another European language.

The offer

• Direct, permanent employment with our client, with Ariad supporting the recruitment process.

• Hybrid working, with approximately two days per week on-site depending on team and business needs.

Why Ariad?

Ariad is a digital consultancy and staffing partner helping leading organisations build the teams and capabilities they need today and for what comes next. We work with brands such as Samsung, BNP Paribas Fortis, ING, AXA, Luminus and Orange, across banking, insurance, utilities, retail and beyond. Our expertise spans digital products and customer experience, marketing and e-commerce, CRM and customer data, and the technology that supports digital transformation.

For you, that means a partner who understands your field and looks beyond your job title to see how your expertise, experience and ambitions fit the teams we help build.

Choosing your next employer is a significant decision. You join our client directly as an employee, with Ariad supporting you throughout the recruitment process. Through personal guidance, honest feedback and answers to the questions that matter to you, we help you decide whether the role is the right next step.

How to apply

Interested? Apply with your CV so we can talk about your expertise, your ambitions and joining Ariad.