Join to apply for the Senior Manager, Customer Journeys role at The Access Group
We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.
Love Work. Love Life. Be You.
What does Access offer you?
We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.
On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have one charity day allocated to support a cause that matters to you.
The Senior Manager, Customer Journeys will join our Customer Marketing Centre of Excellence, developing and implementing a tiered Customer Journey Framework that drives expansion and retention outcomes across our 22 Software Companies.
You will build and orchestrate a hierarchical approach to journey management—establishing portfolio‑wide strategic initiatives, divisional programmes, and SWC‑specific campaigns. Working closely with Data, Commercial, and Customer Success teams, you’ll architect how we embed AI‑powered personalisation and next‑best action/product recommendations to maximise customer lifetime value.
Your frameworks will enable both Autonomous Buyer Journeys (digital self‑service) and traditional sales‑assisted paths, ensuring intelligent transitions between marketing automation, sales engagement, and customer success motions. You’ll lead two direct reports whilst creating the operational structures needed to scale personalised experiences across our entire customer base.
To succeed, you must excel at designing scalable frameworks from scratch, translating data insights into journey strategies, and balancing strategic architecture with practical SWC enablement.
Day‑to‑day, you will:
* Develop and implement a tiered journey framework (L0/L1/L2) that creates clear hierarchy between portfolio‑wide initiatives, divisional programmes, and SWC‑specific campaigns
* Architect L0 strategic journeys for cross‑portfolio expansion plays, partnering with Commercial teams to identify and structure revenue opportunities
* Design L1 divisional journey templates that drive product adoption and category expansion within market segments
* Build L2 enablement tools allowing SWCs to rapidly deploy localised campaigns within the broader framework
* Establish governance models and performance measurement systems for this multi‑tier approach
* Create journey KPI frameworks aligned to each level: portfolio GRR/NRR, divisional expansion metrics, product adoption indicators
* Partner with Commercial teams to build expansion triggers and retention interventions into journey architecture
* Design methodology for SOLVE → EVOLVE customer progression, creating frameworks for portfolio adoption
* Develop REVIVE journey playbooks for at‑risk intervention and win‑back campaigns
* Architect RISE frameworks for advocacy and community engagement programmes
* Build next‑best product (NBP) recommendation logic incorporating usage patterns, customer potential, and commercial priorities
* Create retention early warning systems that integrate with CS platforms and health scoring
* Collaborate with Data teams to architect customer intelligence layers that power journey personalisation
* Design personalisation strategies that scale: segment‑based (portfolio), cohort‑based (divisional), and individual (SWC)
* Build frameworks for AI‑powered content and channel optimisation within journey orchestration
* Partner with Data to establish propensity modelling for expansion, churn risk, and product adoption
* Create feedback loops between journey performance and customer data platform
* Develop experimentation frameworks with A/B testing methodologies at each level
SWC Enablement & Framework Adoption
* Enable 22 SWCs to operate within your framework whilst maintaining local market flexibility
* Build capability for journey orchestration across Marketing, Sales, CS, and Commercial teams
* Lead two direct reports (Customer Lifecycle Manager and Customer Campaign Manager)
* Establish Centre of Excellence operations including journey governance, performance reporting, and best practice documentation
* Drive framework adoption through stakeholder engagement and value demonstration
Your skills and experiences might also include:
* Demonstrable extensive experience in customer journey management, lifecycle marketing, or revenue operations roles
* Proven experience building and implementing strategic frameworks in complex organisations
* Strong expansion/retention strategy background in multi‑product SaaS environments
* Experience designing and scaling personalisation strategies using AI/ML capabilities
* Data fluency with ability to architect measurement frameworks and translate analytics into strategy
* Journey orchestration platform expertise (Marketo, Braze, or similar)
* Track record of building operational structures and governance models
* Multi‑stakeholder management across Marketing, Sales, CS, Data, and Commercial functions
* Framework development experience in CoE or shared services models
* Team leadership capability with remote management experience
What would make you stand out:
* Experience building tiered or hierarchical journey frameworks from scratch
* Background in expansion‑focused roles (Customer Success, Revenue Operations, Growth Marketing)
* Hands‑on experience with Databricks, Salesforce, or similar data platforms
* Track record of designing measurement and attribution models
* PE‑backed environment experience with focus on GRR/NRR improvement
* Experience architecting both autonomous (digital) and assisted (sales‑led) journey paths
* Proven ability to create frameworks that balance standardisation with local flexibility
The Access Group is one of the largest UK‑headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid‑sized organisations in commercial and non‑profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what’s important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.
At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you’re excited about this role, (even if your previous experience doesn’t align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.
Love Work. Love Life. Be You.
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