Customer Journey Manager

AQA; Manchester; Hybrid; GBP 43,000 - 51,000; Full time

Benefits offered by this job

Pension up to 18.5%

25 days annual leave

Private medical insurance

Health cash plan

Life assurance

Employee assistance programme

Staff networks and inclusion

Job summary

AQA is hiring a Customer Journey Manager in Manchester. You will design and optimise automated journeys across CRM, coordinating with Marketing, Product, Sales, and Service to deliver meaningful customer interactions. The role focuses on measurable outcomes and continuous journey improvement.

The position is hybrid, 35 hours per week, with a pension, generous annual leave, and extensive staff networks. You will help learners and educators through data-driven CRM initiatives.

Qualifications

• Experience with CRM campaign management and journey automation across channels.
• Ability to work with Marketing, Product, Sales and Service teams.
• Skilled in journey mapping tools like Figma and process design.
• Excellent stakeholder management and communication skills.
• Analytical mindset with a passion for continuous improvement and A/B testing.

Responsibilities

• Design and manage automated, multi-channel customer journeys across the lifecycle.
• Collaborate with cross-functional teams to embed CRM-driven workflows that improve outcomes.
• Use data and insights to refine journeys and report on success metrics.

Skills

CRM management

Journey automation

Stakeholder mgmt

Analytical mindset

Cross-functional collaboration

Tools

Dynamics

HubSpot

Salesforce

Figma

Job description

Permanent
Manchester
Salary: £42,500 - £51,000
Hybrid Working - a minimum of 2 days a week in the office

Ready to design and optimise journeys that make a real difference for schools, educators, and learners? If you're passionate about creating seamless, personalised experiences, this is the role for you.

As a Customer Journey Manager, you'll play a key role in shaping how our customers experience AQA, by leading the hands‑on creation and optimisation of automated journeys in our CRM. You'll connect experiences across Marketing, Product, Sales, and Service, ensuring every interaction is meaningful and measurable. Your work will help us deliver on our mission to support learners of all abilities.

Key responsibilities

In this role, you'll be responsible for:

• Designing and managing automated, multi-channel customer journeys across the lifecycle.
• Collaborating with cross-functional teams to embed CRM-driven workflows that improve outcomes.
• Using data and insights to refine journeys and report on success metrics.

What's in it for you

This role offers you:

• The chance to shape customer experiences that impact thousands of learners.
• A working week of 35 hours with flexible, hybrid working
• A pension which could see up to a combined contribution of 18.5%
• 25 days annual leave with additional office closure days at the end of December
• The opportunity to join a variety of staff networks including Empowering Women, LGBTQ+, Disability, Parents and Carers, InterFaith, Neurodiversity and more.
• Private Medical Insurance, a Health Cash Reward Plan, Life Assurance and an extensive Employee Assistance Programme
• Access to professional development and growth opportunities.

What we are looking for

You'll thrive in this role if you:

• Have experience with CRM campaign management and journey automation (Dynamics, HubSpot, Salesforce, or similar).
• Can work confidently with Marketing, Sales, and Service teams to deliver integrated experiences.
• Are skilled in journey mapping tools like Figma and process design.
• Bring excellent stakeholder management and communication skills.
• Have an analytical mindset and a passion for continuous improvement and A/B testing.

Applications will close at 23:59 on Sunday 16 November 2026

Interviews will be held in the Manchester office in the week beginning 23 November 2026

Diversity and inclusion statement

At AQA, we're committed to creating a workplace where everyone feels they belong and can do their best work. We value the different perspectives, experiences and backgrounds our people bring, knowing they strengthen our culture, decision-making and impact. We foster an inclusive environment where everyone is treated with respect, has access to opportunities to grow and contribute, and feels able to be themselves. We welcome applications from people of all backgrounds and lived experiences

All applications will be read and responded to by a human.