Customer Journeys Manager

Job Title

• Title: Customer Journeys Manager
• Department: Marketing – Marketing Operations
• Location: Sector - 62, Noida

About the Role

Introduction – the ‘why’

This is an exciting opportunity to join a global education-focused organization committed to delivering exceptional customer experiences. As Customer Journeys Manager, you will shape strategies that enhance customer engagement, drive subscription sales, and improve retention across digital platforms. You’ll work with cross-functional teams—Product, Marketing, and Customer Success—while leveraging marketing automation and CRM tools to create personalized journeys. This role offers the chance to lead a team, influence digital marketing strategies, and contribute to building best-in-class customer experiences in a collaborative, mission-driven environment.

Opportunity – the ‘what’

On a day-to-day basis, you will:

• Develop and implement holistic customer experience strategies across digital platforms and marketing channels.
• Optimize customer journeys using marketing automation and CRM systems.
• Drive platform data strategy and collaborate with Product and Marketing teams to derive actionable insights from usage data.
• Support Subscriber Engagement Managers in delivering personalized marketing strategies and defining KPIs for acquisition and retention.
• Build marketing workflows for lead generation and automated nurture journeys.
• Oversee a team of four campaign executives, ensuring smooth execution of operational tasks for UK marketing needs.
• Manage marketing budgets and influence allocations for key projects.
• Ensure efficient day-to-day operations, documentation, and continuous improvement of digital marketing processes.

Your impact will be seen in achieving subscription sales and retention targets, improving customer satisfaction, and driving engagement through personalized experiences.

About You

Essential Criteria

• Deep understanding of digital product marketing and customer experience strategies.
• Strong analytical skills to define actionable 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 such as Google Analytics and 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.

Queries

Please contact aarti.rana@oup.com with any queries relating to this role.

Salary

Dependent on skills and experience.