Senior Manager, Membership Experience & Channel Excellence

Lego Group; Billund; On-site; Confidential; Full time

Benefits offered by this job

Family Care Leave

Insurance coverage

Wellbeing resources

Colleague discount

Bonus program

Workplace options

Hybrid working

Job summary

LEGO Group is seeking a Senior Manager to lead Membership Journey & Channel Excellence, shaping end-to-end member journeys across branded and non-branded channels. You will guide cross-functional teams in designing journeys, defining lifecycle phases and channel touchpoints to improve member experience.

You will report to the Senior Director, Membership Growth & Development, and drive collaboration with Product, Technology and CRM teams to turn insights into actionable improvements and

Qualifications

• Senior experience leading best-in-class membership or customer journey development in an omni-channel context.
• Proven track record of designing and delivering end-to-end customer journeys and personalised communication at scale within an omni-channel context.
• Hands-on experience with customer journey tools, methodologies, processes and technology used to design customer communication and end-to-end journeys.
• Demonstrated ability to navigate complex stakeholder environments and build support across diverse groups in a global organisation, including effective collaboration with Product and Technology teams.
• Strong structured problem-solving and communication capabilities, with the ability to turn complexity into clear recommendations.
• Confident communicator with senior stakeholders, both written and verbal, able to convey clear recommendations grounded in strong analysis and insight.
• Positive, solution-oriented and collaborative, with the ability to work independently, set clear direction and influence stakeholders across organisational boundaries.

Responsibilities

• Lead the cross-functional development of the LEGO Insiders journey and channel excellence framework, establishing prioritised journeys, journey goals and channel experience standards.
• Establish membership journey management and mapping processes, defining critical journey moments and expected channel behaviour at each stage.
• Define the LEGO Insiders journey lifecycle phases and related channels across acquisition, onboarding and retention, creating the foundational framework used by CRM Lifecycle & Personalisation teams.
• Shape the LEGO Insiders channel approach, identifying optimal channels and touchpoints across prioritised journeys.
• Partner with Membership Operations to apply member feedback and satisfaction insights to refine journey definitions, priorities and channel excellence standards.
• Support the development and application of LEGO Insiders personas based on strategic segments to inform journey and channel decisions.
• Drive cross-functional alignment on the role of membership channels and channel excellence goals across prioritised membership journeys.

Skills

Senior experience leading membership &

End-to-end journey design at scale

Omni-channel context

Stakeholder management

Structured problem solving

Senior stakeholder communication

Independent leadership

Job description

LEGO Group is seeking a Senior Manager to lead Membership Journey & Channel Excellence, shaping end-to-end member journeys across branded and non-branded channels. You will guide cross-functional teams in designing journeys, defining lifecycle phases and channel touchpoints to improve member experience.

You will report to the Senior Director, Membership Growth & Development, and drive collaboration with Product, Technology and CRM teams to turn insights into actionable improvements and