Customer Journey Manager – Retention & Loyalty

Ariad Group; Brussel Hoofdstad; Hybride; EUR 65 000 - 95 000; Plein temps

Avantages offerts par ce poste

Hybrid work

International travel

Benefits package

Résumé du poste

Ariad Group is seeking a Customer Journey Specialist to join our Group CRM & Customer Engagement team on a permanent contract. You will shape strategies for Belgium, Spain, Portugal and Italy, focusing on onboarding, engagement, loyalty and churn reduction, while collaborating with CRM, data and AI squads.

This strategic role requires influencing stakeholders through evidence and driving international, cross-functional collaboration.

Qualifications

• Strong experience in customer journey management, CRM or customer engagement.
• Solid knowledge of onboarding, retention, loyalty, subscription value and churn reduction strategies.
• Ability to read customer data and translate insights into business recommendations.
• Proven track record using performance results to improve journeys and services.
• Hands-on experimentation, hypothesis design and A/B testing.

Responsabilités

• Design and optimise customer journey strategies across onboarding, engagement and retention.
• Analyse behaviour and performance to identify opportunities for improvement.
• Translate data into practical recommendations for central and local teams.
• Design journeys for the subscription lifecycle to maximise value and reduce churn.
• Monitor journey performance using dashboards and analytics tools.
• Define testable hypotheses and coordinate A/B testing with CRM, data and delivery teams.
• Collaborate with CRM, Transformation and AI teams in an international setting.
• Influence stakeholders with evidence and customer insight.
• Contribute to a consistent measurement of journey effectiveness across markets.

Connaissances

Customer journey management

CRM

A/B testing

Data interpretation

Stakeholder influence

Outils

Salesforce Marketing Cloud

Salesforce Service Cloud

Google Analytics

BI tools

Description du poste

About the role

Our client is a leading international consumer organisation that helps millions of people make informed decisions, understand their rights and get fair value from the products and services they use. As customer expectations become increasingly digital, they are building more personalised, accessible and responsive experiences across every channel.

To strengthen their Group CRM & Customer Engagement team, they are looking for an experienced Customer Journey Specialist to join them on a permanent contract. You will shape and optimise customer journeys across Belgium, Spain, Portugal and Italy, with a clear focus on onboarding, engagement, subscription value, retention, loyalty and churn reduction.

This is a strategic role. You won't build campaigns or technical solutions yourself. You'll define the strategy and direction, and specialist CRM, data and delivery teams will bring it to life. You'll also help shape how customer journeys evolve as conversational AI becomes part of customer service and engagement.

What you'll do

• Design and optimise customer journey strategies that improve onboarding, engagement, loyalty, retention and subscription value.
• Analyse customer behaviour, journey performance and engagement signals to spot the biggest opportunities.
• Turn data and insights into clear, practical recommendations for central and local teams.
• Design journeys that respond to customer needs at every stage of the subscription lifecycle.
• Identify levers to reduce churn and build long-term customer relationships.
• Monitor journey performance using existing dashboards, reports and analytics tools.
• Define testable hypotheses and coordinate A/B testing with the CRM, data and delivery teams.
• Work closely with CRM, Transformation and AI teams in an international environment.
• Influence stakeholders through evidence and customer insight rather than direct authority.
• Help build a consistent way of measuring journey effectiveness across European markets.

What you bring

• Strong experience in customer journey management, CRM or customer engagement.
• Solid knowledge of onboarding, retention, loyalty, subscription value and churn reduction strategies.
• The ability to read customer data and turn complex findings into focused business recommendations.
• A track record of using insights and performance results to improve journeys, campaigns or service experiences.
• Hands-on knowledge of experimentation: hypothesis design, A/B testing and result analysis.
• Experience in a subscription-based business, membership organisation or loyalty programme is a big plus.
• Familiarity with Salesforce Marketing Cloud, Salesforce Service Cloud, Google Analytics or BI tools is an advantage.
• You're comfortable in an international, cross-functional organisation in transformation.
• Full professional fluency in English. French, Dutch, Spanish, Italian or another European language is a strong asset.
• A permanent, full-time employment contract directly with our client.
• Strong salary and extra legal benefits
• Real impact: help millions of consumers make better choices and get fair value, in an organisation with a clear purpose.
• A key role in shaping customer journey strategy across four European markets.
• A front-row seat in a transformation journey, including the integration of conversational AI into customer engagement.
• An international, collaborative and highly skilled team spanning CRM, data, transformation and AI.
• Hybrid working, with around 2 days per week on-site, depending on team and business needs.
• Occasional international travel 2x year.
• Start: as soon as possible (to be discussed).