Customer Journey & Lifecycle Specialist

3Shape A/S; København; Hybrid; DKK 600,000 - 800,000; Full time

Benefits offered by this job

Office in Copenhagen

Healthcare package

Breakfast and lunch provided

Social clubs and activities

Up to 1 day work-from-home per week

Modern office and R&D lab spaces in DK

Job summary

3Shape A/S is seeking a Customer Journey & Lifecycle Specialist within the Global Marketing Omnichannel & Lifecycle team. You will define and evolve the strategy for the Lab segment, turning insights into scalable omnichannel programs that drive engagement, adoption, retention, and growth.

You’ll collaborate with Marketing, Commercial, Data Analytics, and local markets to build data‑driven journeys and automated experiences across channels, ensuring a measurable business impact with strong

Qualifications

• Bachelor’s or Master’s degree in Marketing, Business, or related field.
• Experience developing customer journey strategies and lifecycle marketing programs.
• Strong analytical skills with ability to translate insights into initiatives.
• Hands‑on experience with marketing automation and omnichannel orchestration.
• Experience with lead scoring, nurture programs, audience development, and personalization strategies.
• Understanding of customer data, data models, and technical requirements for modern marketing automation.
• Proven ability to monitor and optimize lifecycle program performance across channels.

Responsibilities

• Define, develop, and evolve customer journey and lifecycle marketing strategies across the lifecycle.
• Map, visualize, and optimize journeys for seamless cross‑channel experiences.
• Translate insights and commercial priorities into scalable lifecycle programs and experiences.
• Develop, implement, and optimize end‑to‑end personalized omnichannel programs (onboarding, adoption, retention, nurture).
• Build and maintain audiences, triggers, personalization logic, and programs in omnichannel platforms.
• Develop and optimize lead scoring models and nurture programs converting leads to opportunities.
• Specify, validate, and test data requirements to support segmentation and automation.
• Drive A/B testing and learnings to improve engagement, conversion, and retention.
• Analyze customer behavior and lifecycle performance to identify opportunities.

Skills

Marketing automation

Lifecycle marketing

Data‑driven insights

Lead scoring

Audience development

Omnichannel orchestration

Stakeholder management

Commercial mindset

Education

Bachelor’s or Master’s in Marketing or Business

Tools

Marketing automation tools

Job description

If you are motivated by shaping the future customer experience through strategic lifecycle marketing, designing impactful customer journeys, and turning data and insights into personalized omnichannel programs for a global MedTech company, then this could be your next professional challenge. Success in this role requires strong stakeholder collaboration skills, proactivity and the ability to turn ambitious commercial objectives into actionable lifecycle initiatives.

The role

3Shape offers you the opportunity to become Customer Journey & Lifecycle Specialist in our Omnichannel & Lifecycle team within Global Marketing.

In this role, you will take the lead in defining and evolving the customer journey and lifecycle marketing strategy for our Lab segment. You will be responsible for identifying opportunities across the customer lifecycle, designing future-state journeys, and translating strategic ambitions into impactful omnichannel programs that drive engagement, adoption, retention, and commercial growth.

The role combines strategic ownership with hands‑on execution. You will work closely with stakeholders across Marketing, Commercial, Data Analytics, and local markets to ensure that customer journeys are built on a solid understanding of customer needs, business objectives, and data‑driven insights. Together with the team, you will turn lifecycle strategies into scalable, automated, and personalized customer experiences across channels.

You will become part of a team of highly skilled and experienced colleagues driving omnichannel activation and lifecycle marketing globally. We foster a collaborative, ambitious, and open environment where testing, learning, and continuous improvement are the drivers for commercial success and delivering business value.

We are looking for a candidate who can take ownership of the strategic development, implementation, and optimization of customer journeys and lifecycle programs for our Lab customers.

The primary responsibilities in the role are:

• Define, develop, and continuously evolve customer journey and lifecycle marketing strategies across the customer lifecycle
• Map, visualize, and optimize customer journeys, ensuring a seamless and coherent experience across digital and human touchpoints
• Translate customer insights, business priorities, and commercial objectives into scalable lifecycle programs and customer experiences
• Develop, implement, and optimize end‑to‑end personalized omnichannel programs across onboarding, adoption, retention, and lead nurturing activities
• Build and maintain advanced audiences, triggers, personalization logic, and customer programs in our omnichannel platforms
• Develop and continuously optimize lead scoring models and nurture programs that convert marketing leads into qualified sales opportunities
• Specify, validate, and test customer and lead data required to support effective segmentation, personalization, and automation
• Drive A/B testing and experimentation, leveraging learnings to continuously improve customer engagement, conversion, and retention
• Analyze customer behaviour, lifecycle performance, and digital engagement patterns to identify new opportunities and optimize customer experiences
• Define requirements for omnichannel capabilities, reporting, and automation to support a scalable and future‑proof marketing ecosystem
• Establish strong stakeholder collaboration across Global Marketing, Commercial teams, Data Analytics, Group IT, and local markets to ensure alignment and successful execution
• Contribute to the continued development of omnichannel journeys and personalization capabilities across additional customer segments.

ideal profile

For this role, we are looking for someone who is equally comfortable thinking strategically and executing operationally. You excel in understanding customer needs, identifying opportunities throughout the customer lifecycle, and translating these insights into meaningful customer experiences that support business growth. You are capable of taking a step back to define the overall journey strategy while also being hands‑on in building, testing, and optimizing the programs that bring the strategy to life.

You possess strong analytical skills and are experienced in transforming complex data and business insights into actionable lifecycle initiatives. You understand how customer data, segmentation, automation, and personalization work together in a modern omnichannel setup and have a genuine curiosity for how new technologies can further improve customer experiences. It is a requirement that you have hands‑on experience working in marketing automation and omnichannel tools.

As a person, you are proactive, structured, and commercially minded. You thrive in a dynamic environment with multiple stakeholders and are comfortable navigating changing priorities. You build relationships easily and enjoy collaborating across functions and cultures to create solutions that deliver measurable value. Your diligent and structured ways of working ensure that everything you do – from designing journeys, creating audiences, development and documentation of lifecycle programs, specification of data and integration requirements – are thoroughly tested and verified before handing over or launched.

We expect that you have:

• A bachelor's or master's degree in Marketing, Business, or a related field, or equivalent experience
• Experience in developing customer journey strategies and lifecycle marketing programs
• Strong analytical skills and the ability to turn insights into actionable customer engagement initiatives
• Experience working hands‑on with marketing automation and omnichannel orchestration, customer data, audiences, and channel activation
• Experience with lead scoring, nurture programs, audience development, and personalization strategies
• A strong understanding of customer data, data models, and technical requirements supporting modern marketing automation
• Proven ability to monitor, analyze, and optimize lifecycle program performance across channels for reporting and leveraging data and insights to continuously improve customer engagement, conversion, and business results
• Excellent stakeholder management and communication skills
• A commercial mindset with a strong focus on business impact

What 3shape offers:

• A vibrant and international environment with social, diverse, and highly skilled and cooperative colleagues - we are more than 40 nationalities in our DK based office
• An attractive healthcare package to keep you fit and well.
• Breakfast every day, and delicious and healthy lunch cooked by our private chefs.
• We provide a great social work environment with many optional activities and social clubs, ranging from wine & beer, board games, running to bicycle clubs.
• Good work/life balance e.g., an office‑first policy with up to 1 day of working from home per week.
• Attractive offices and R&D lab spaces in downtown Copenhagen close to Kgs. Nytorv, Nyhavn, and the Copenhagen Canals.
• Purpose: Help improve dental patients on a global scale.

About us

3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Twenty years later, 3Shape has 2,000+ employees globally. With the help of dental professionals and amazing colleagues we’re creating award‑winning scanning and CAD/CAM solutions to change dentistry together! Together, we contribute to a better world. Experience the everyday #lifeat3Shape across the globe on LinkedIn.