- Working with the Customer Journey Manager to design and orchestrate connected, cross-channel customer journeys to an objective for each identified segment / audience, ensuring consistency and quality across all channel touchpoints (incl.online, in-store, mobile, email) identified in the end to end journey. - Ensuring customer journeys reflect segment-specific needs and align with overall Customer / business objectives. - Collaborating with functional/channel specialists to bring these journeys to life. - Leveraging insights and performance data to continuously refine and optimise segment / audience-specific journeys and propositions to achieve commercial objectives. - Collaborating with Insight to ensure customer journeys are data-driven and continuously improved. - Supporting the development of Test and Learn plans to drive end to end journey optimisation. - Using tailored segment strategies to outline optimisations to existing propositions or new propositions required to serve segment / audience needs and strategic objectives. - Exploring capability gaps to build into the Personalisation roadmap. - Background in CRM and CLTV management preferable - Understanding of Commercial acumen - Data-driven decision making - Understanding of business priorities and how to align customer journeys with segment goals - Collaboration - Story-telling and confidence in communication - Effective prioritisation