Digital Journey & Orchestration Lead

Toyota Deutschland GmbH; Plano (TX); On-site; USD 120,000 - 170,000; Full time

Job summary

Toyota Deutschland GmbH in Plano, TX seeks a Digital Journey & Orchestration Lead to design, implement, and optimize end-to-end customer journeys across all digital touchpoints. You’ll guide tool selection and lead the transition of email marketing and digital production in-house.

Lead cross-functional teams, build a journey performance dashboard, and translate data into actionable insights for acquisition, retention, and lifetime value across ecommerce, retail, and subscription platforms.

Qualifications

• Experience managing end-to-end customer journeys in digital marketing or CX.
• Expertise with CDPs, CRMs, journey orchestration, and email platforms.
• Translate business objectives into technical and operational requirements.

Responsibilities

• Lead the selection, implementation, and scaling of omnichannel journey platforms.
• Define journey logic, segmentation, and testing roadmaps across channels.
• In-house transition of email marketing and digital production workflows.
• Design and launch multichannel journey MVPs and coordinate across touchpoints.
• Build a journey performance dashboard and translate data into insights for leadership.
• Collaborate with Data Science, Analytics, and Legal/Privacy teams to ensure compliance.

Skills

Omnichannel marketing

Journey orchestration

CRM platforms

CDPs

Data-driven mindset

Tools

Adobe Journey Optimizer

Salesforce

Braze

Adobe Experience Manager (AEM)

Job description

Location Plano, Texas, 75024 Category Technology, Data & Analytics Job Id 10336593 Posted Date 09/29/2026

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We're looking for talented team members who want to Dream. Do. Grow. with us.

Toyota does not offer support or sponsorship of job applicants for employment-based visas or any other work authorization for this role now or in the future. You must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment (e.g., H-1B, O-1, E-3, H-1B1, TN, F-1 OPT, F-1 STEM OPT, F-1 CPT, 'job flexibility benefits' [also known as I-140 or Adjustment of Status portability], etc.) now or in the future.

Role Summary

As the Digital Journey & Orchestration Lead, you will be responsible for designing, implementing, and optimizing end-to-end customer journeys across all digital touchpoints. This role is critical to our transformation, bridging the gap between business strategy and technical execution. You will lead the selection and implementation of omnichannel journey orchestration tools, manage the transition of email marketing and digital product capabilities from agency-led to in-house, and drive continuous journey optimization to improve acquisition, retention, and lifetime value. You will leverage a proven track record of scaling lifecycle marketing programs across e-commerce, retail, and subscription to drive customer-centric growth.

Key Responsibilities

• Omnichannel Orchestration: Lead the selection, implementation, and scaling of omnichannel journey orchestration platforms (e.g., Adobe Journey Optimizer, Salesforce, Braze). Define journey entry/exit logic, segmentation, and suppression rules to prevent over-communication. Build and own testing roadmaps across content, segmentation, and send cadence to optimize communication performance.
• In-Housing & Agency Management: Partner with the Marketing and OneTech teams to evaluate current agency-led email marketing and digital production workflows. Define the roadmap to bring high-value capabilities in-house, renegotiate agency scopes, and establish new ways of working that prioritize institutional knowledge and agility. Direct agency and vendor relationships to ensure strategic alignment and optimize channel performance.
• MVP Campaign Execution: Lead the design and launch of multichannel journey MVPs, including priority use cases such as PCO and Collision. Coordinate across CRM, web, app, and dealer touchpoints to ensure cohesive, data-driven customer experiences. Identify customer journey gaps and build integrated multi-channel strategies that accelerate funnel progression.
• Continuous Optimization: Build and maintain a journey performance dashboard. Use VOC and behavioral data to identify friction points, prioritize a backlog of journey enhancements, and refine orchestration logic to evolve with customer needs. Translate complex data into clear narratives for the Board and C-suite to drive business decisions.
• Cross-Functional Leadership: Act as a key stakeholder in the CX Council and IT Control Tower. Collaborate with Data Science, Analytics, and Legal/Privacy teams to ensure all orchestration efforts are compliant, data-justified, and aligned with enterprise OKRs. Mentor and develop CRM talent, fostering a culture of analytical rigor and execution excellence.
• Talent & Capability Building: Mentor internal teams on digital product best practices, journey mapping, and the use of AI-enabled marketing intelligence tools. Lead comprehensive MarTech platform evaluations to modernize the tech stack and improve scalability.

What you bring

• Experience managing and optimizing end-to-end customer journeys within digital marketing, marketing operations, or customer experience environments, with the ability to leverage customer data to drive measurable business results and revenue growth.
• Strong expertise in marketing technology ecosystems, including Customer Data Platforms (CDPs), CRM platforms, journey orchestration tools, email marketing platforms, SMS solutions, analytics tools, and digital asset management systems such as Adobe Experience Manager (AEM).
• Demonstrated ability to translate business objectives into actionable technical and operational requirements, including evaluating technology solutions, supporting build-versus-buy decisions, and managing agency and vendor relationships.
• Strong analytical and data-driven mindset with the ability to synthesize complex data