Customer Journey Manager

Title:

• Department:

  Marketing

• Location:

  Sector - 62 , Noida, India

About the Role

Introduction the ‘why’

This is a fantastic opportunity to lead customer experience strategies that directly impact subscription sales and retention. At OUP, our mission is to advance learning and knowledge globally, and this role plays a critical part in delivering personalized, data-driven experiences for our customers. You’ll work on innovative projects, leveraging marketing automation, CRM systems, and analytics tools, while collaborating with cross-functional teams in a dynamic, supportive environment. This is a chance to shape customer journeys and make a measurable difference in engagement and satisfaction.

Opportunity – the ‘what’

As Customer Journeys Manager, you will:

• Develop and implement holistic customer experience strategies across digital platforms and marketing channels.
• Drive platform data strategy and collaborate with Product, Marketing, and Customer Success teams to define actionable insights.
• Support Subscriber Engagement Managers in delivering personalized marketing strategies and improving engagement.
• Build marketing workflows for lead generation and automated nurture journeys using CRM and marketing automation tools.
• Oversee a team of four campaign executives, ensuring operational excellence and supporting UK marketing needs.
• Manage marketing budgets and influence allocations for key projects. Your work will directly contribute to achieving subscription sales and retention targets, improving customer satisfaction, and enhancing digital marketing performance.

About You

Essential Criteria

• Deep understanding of digital product marketing and customer experience strategies.
• Strong analytical skills to derive insights from usage data.
• Experience with marketing automation and CRM systems.
• Ability to collaborate effectively with cross-functional teams.
• Proven track record in managing marketing budgets and achieving business targets.
• Knowledge of digital subscription business models.
• Familiarity with lead generation and web form strategies.
• Influencing cross-functional stakeholders.
• Experience with analytics tools (e.g., Google Analytics, Google Tag Manager).
• Ability to translate analytics and user research into customer-focused solutions.
• Bachelor’s degree or equivalent marketing qualification (e.g., CIM).

Desirable Criteria

• Team management experience.