Customer Journey Architect (CRM & Engagement)

Shine; Madrid; Presencial; EUR 42.000 - 66.000; Jornada completa

Descripción de la vacante

Shine is seeking a Customer Journey Manager to own and optimize the customer lifecycle for our Accounting & Invoicing solutions. You will design, implement, and continuously refine journeys from onboarding to win-back across Contasimple and Billage.

Collaborate with Marketing, Product, Customer Success, Sales and Data teams to ensure timely, relevant interactions that drive adoption, retention and growth. Strong English/Spanish communication and a proactive, ownership mindset are essential.

Formación

• 3–5+ years of experience in CRM, Lifecycle Marketing, Marketing Automation or Customer Journey Management.
• Experience building automated customer journeys.
• Hands-on experience with CRM or marketing automation platforms.
• Strong analytical mindset.
• Comfortable working with customer segmentation and behavioural data.
• Experience running A/B tests.
• Excellent organizational skills.
• Strong communication skills in both English and Spanish
• Ability to manage multiple projects simultaneously.
• Proactive attitude and ownership mentality.

Responsabilidades

• Design, build and optimize automated customer journeys across the customer life-cycle.
• Develop onboarding, activation, engagement, retention and reactivation campaigns.
• Continuously identify opportunities to improve customer experience through automation and personalization.
• Ensure a consistent customer experience across all communication channels.
• Plan, execute and optimize CRM campaigns for Contasimple and Billage.
• Segment audiences based on customer behavior, life-cycle stage and business objectives.
• Create targeted communications via email, in-app messaging, push notifications and other CRM channels.
• Coordinate campaign calendars with Product Marketing and Commercial teams.
• Build and maintain automated workflows using Customer Journey tools.
• Manage customer segmentation, triggers and behavioural automation.
• Ensure campaigns are properly tested before launch.
• Continuously optimize workflows based on performance.
• Monitor campaign performance and customer journey KPIs.
• Analyse customer behavior to identify opportunities for improvement.
• Run A/B tests to improve engagement and conversion.
• Prepare regular reporting and actionable recommendations.

Conocimientos

CRM experience

Lifecycle marketing

Marketing automation

Customer journey design

Data-driven

A/B testing

Organizational skills

English & Spanish communication

Multi-project management

Proactive ownership

Herramientas

Ortto

ActiveCampaign

Intercom

HubSpot

Braze

Salesforce Marketing Cloud

Marketo

Descripción del empleo

Shine is seeking a Customer Journey Manager to own and optimize the customer lifecycle for our Accounting & Invoicing solutions. You will design, implement, and continuously refine journeys from onboarding to win-back across Contasimple and Billage.

Collaborate with Marketing, Product, Customer Success, Sales and Data teams to ensure timely, relevant interactions that drive adoption, retention and growth. Strong English/Spanish communication and a proactive, ownership mindset are essential.