Senior Manager, Membership Journey and Channel Excellence

LEGO Brand Retail; Denmark; Hybride; DKK 900 000 - 1 200 000; Plein temps

Avantages offerts par ce poste

Family care leave

Life & disability insurance

Résumé du poste

LEGO Brand Retail is seeking a Senior Manager, Membership Journey & Channel Excellence to shape LEGO Insiders member journeys across branded and non-branded channels. You will lead cross-functional teams to design end-to-end experiences, leveraging member segments and feedback to drive satisfaction and commercial value.

You will partner with CRM Lifecycle & Personalisation, Membership Operations, and Product/Technology to establish journey standards, milestones and channel behaviours across

Qualifications

• Senior experience leading omni-channel membership or customer journey development.
• Track record delivering end-to-end journeys and personalised communication at scale.
• Hands-on experience with journey tools, methodologies and technology.
• Ability to navigate complex stakeholder environments and collaborate with Product/Technology teams.
• Strong problem-solving and communication capabilities with data-driven recommendations.
• Confident communicator with senior stakeholders and strong analytical insights.

Responsabilités

• Lead cross-functional development of LEGO Insiders journeys and channel standards.
• Define lifecycle phases and channel touchpoints across acquisition, onboarding and retention.
• Establish journey management processes and personas to inform decisions.
• Collaborate with CRM Lifecycle, Membership Operations, and Product/Technology.
• Drive alignment on membership channels and channel excellence goals.

Connaissances

Senior leadership

Omni-channel design

Customer journey

Stakeholder mgmt

Communication

Problem solving

Outils

Journey mapping tools

CRM platforms

Description du poste

Just imagine making every LEGO® Insiders interaction feel like part of one connected member experience. Then make it happen.

About the role

As our Senior Manager, Membership Journey & Channel Excellence, you'll lead how we design and continuously improve LEGO® Insiders member journeys across branded and non-branded channels. This role will lead the cross-functional development of end-to-end membership journeys and define how channels and touchpoints work together across key lifecycle stages. Using member segments, member-centric design principles, feedback and satisfaction insights, you will identify the moments that matter and continuously improve the member experience.

You will report directly to the Senior Director, Membership Growth & Development.

Required Qualifications

• Senior experience leading best-in-class membership or customer journey development in an omni-channel context, delivering customer value and strong commercial results.
• 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.

Preferred Qualifications

• Practical knowledge of journey mapping tools or enabling technologies used to design end-to-end consumer journeys.
• Background working in a global, multicultural organisation with a complex channel mix, including both D2C and B2B environments.

What you'll build

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.

Life on the team

You’ll join Membership Growth & Development within Membership & Personalisation. We bring together interconnected capabilities to create sustainable member and business growth. We combine clear individual accountability with close teamwork, bringing different perspectives together to solve complex member and commercial challenges.

What success looks like

You’ll help us turn complexity into clear opportunities across channels and touchpoints. Through strong analysis, collaboration and member-centric thinking, you will help create more seamless, personalised and rewarding journeys that drive stronger member participation, satisfaction and commercial value. You’ll work closely with CRM Lifecycle & Personalisation, Membership Operations, channel teams, Digital Product and Technology.

#LI-SG2 #LI-Hybrid

What's in it for you?

• Family Care Leave - We offer enhanced paid leave options for those important times.
• Insurances - All colleagues are covered by our life and disability insu