End-to-End Journey & Process Lead (Hybrid, Nordic)

IFF; København; Hybrid; DKK 700,000 - 1,000,000; Full time

Benefits offered by this job

Hybrid workplace

Lunch benefit

Wellness allowance

Insurance benefits

Job summary

IFF is seeking a Process and Journey Manager to turn customer insights, data and digital capabilities into better journeys and end-to-end processes across channels and touchpoints. You will drive technical processes, journey orchestration and governance across CRM and digital platforms, collaborating across business and technology to reduce friction and create value for customers.

This Nordic role is based in Copenhagen or any Nordic city with travel within Nordics and a possible hybrid work

Qualifications

• Strategic, detail-oriented with experience in process development or digital transformation.
• Ability to connect technology and business needs end-to-end.
• Solid understanding of established processes, models, and practices.
• Understand how components interact across functions (system thinking).
• Proficient with CRM and data platforms.
• Strong data literacy with SQL or other programming languages.
• Comfortable working with defined guidelines while maintaining autonomy.
• Enjoys collaborating across teams.
• Fluent in English, written and spoken.
• Bachelor’s or master’s degree in economics, business administration, information systems.
• Experience with agile methodologies.

Responsibilities

• Driving, modeling, and implementing technical processes enabling digitalization of internal processes.
• Improving end-to-end processes across channels and platforms.
• Ensuring processes are compliant and well-governed.
• Managing end-to-end orchestration across CRM and digital platforms.
• Applying process mining and journey insights to identify friction.
• Supporting delivery teams by mapping and improving processes.
• Driving the customer lifecycle model across channels.
• Driving change by engaging stakeholders and embedding new ways of working.

Skills

Strategic mindset

Bridge tech & biz

Process knowledge

Systems thinking

CRM expertise

SQL knowledge

Autonomy

Collaboration

English fluency

Agile experience

Education

Bachelor’s or Master’s degree in economics, business administration, information systems

Job description

IFF is seeking a Process and Journey Manager to turn customer insights, data and digital capabilities into better journeys and end-to-end processes across channels and touchpoints. You will drive technical processes, journey orchestration and governance across CRM and digital platforms, collaborating across business and technology to reduce friction and create value for customers.

This Nordic role is based in Copenhagen or any Nordic city with travel within Nordics and a possible hybrid work