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MarTech Customer Journey Manager - Boots UK

Support Office»Marketing & Communications


Job Reference: 196423BR

Nottingham Support Office



Closing Date: Friday 10th Feb


Sitting within the CRM and Customer Experience Proposition Team, you’ll be responsible for identifying opportunities and proposals that can deliver incremental value from our Adobe platforms. You will be a key stakeholder in building out the marketing technology roadmap for future customer journeys and opportunities.

About the role:

To act as owner and ‘journey champion’ for identifying multi-stage journeys, by channel, that are optimised around customer need, segment and value. Help sets the journey vision, delivery roadmap and optimisation opportunities over time.

Key Responsibilities:

• To identify, propose and set customer journey vision, intent and value contribution both for the business and to the customer.
• Use data and insight to identify opportunities that help set direction of travel and roadmap. Ultimately based around customer segment value, RFV and need.
• Set metrics for customer journey per-step goal and overall outcome success (and implement these into Post-Campaign Evaluation).
• Ownership of brief ideation, creation, and completion for journeys/experiences in remit.
• Brief and be responsible for Post-Campaign Evaluation process, incl. campaign performance reporting and accountable of journey-change optimisation.
• Line-manage a Customer Journey Specialist who will be accountable for the delivery of customer journeys within the vision set.

What you’ll need to have:

• Strong stakeholder management and influencing skills, with a passion for driving change.
• Good management experience and team focused.
• Be a creative individual with a customer-first mind set.
• Have experience and an understanding of managing, designing and working with customer journeys across different channels, plus how these different channels work together/integrate.
• Ability to set journey vision, provide financial contribution forecasts, and briefs.
• Ability to grow customer knowledge and how to meet needs successfully.

Hybrid Working:

We offer our Support Office team members a flexible, hybrid working approach based upon empowerment, accountability, care and trust, which includes a balanced mix of remote and office-based working - this will be discussed with you as part of the application process.

Our Benefits:

• Boots Retirement Savings Plan
• Generous employee discount plus enhanced discounts for Boots brands, Boots Opticians and Boots Hearingcare
• Excellent onsite facilities including staff shop, opticians (including free eye tests for team members), gym, cafeteria, outdoor seating spaces and dry-cleaning service

We have a great range of benefits in addition to the above that offer flexibility to suit you; click here to view our full list of company benefits (*all rewards and benefits are subject to change and eligibility).

What’s next

If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion you will be notified by email.

We are always open to discussing possible flexible working options and what this may look like for you, including job share and reduced hours. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to enable you to be at your best.

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