Strategic Customer Journey Lead - Europe (Hybrid)

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

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.