Customer Journey Team Lead

Strategic Oversight & Customer Journey ManagementLead the planning, design, and delivery of end-to-end customer journey strategies across email, SMS, web, and call channels.Align journey initiatives with business goals to drive engagement, lead reactivation, and appointment generation.Manage and optimise lead insertions into telephony callfiles, integrating them seamlessly with digital journey touch points.Collaborate with internal teams to ensure journeys meet customer needs throughout the home loan lifecycle from research to post-settlement.Performance Management, Reporting & OptimisationMaintain oversight of overall journey and activity performance, including engagement, conversion, and appointment metrics.Identify and implement optimisation strategies to improve journey effectiveness, reduce drop-off, and enhance downstream outcomes.Use reporting tools such as Salesforce, Salesforce Marketing Cloud (SFMC), Amplitude, PowerBi, and other internal dashboards to track KPIs and uncover actionable insights.Support a test-and-learn culture, applying data-led recommendations to evolve journey strategies and improve commercial outcomes.Collaborate with the journey team to embed a performance mindset, ensuring every journey is measured and optimised continuously.Team LeadershipManage and support a team of Journey Managers and CRM Specialists, fostering a high-performance, collaborative environment.Provide day-to-day coaching, ensuring timely and high-quality execution of journey initiatives.Marketing Automation & PersonalisationOversee journey builds and automations within Salesforce Marketing Cloud (SFMC), using tools such as Journey Builder, Automation Studio, and SQL-based data extensions.Ensure governance and compliance across all outbound customer communications.Lead continuous improvement of journeys based on testing, reporting, and optimisation learnings.Champion the delivery of highly personalised and contextually relevant content experiences for customers in the home loan journey.Governance & Ecosystem OwnershipOwn and maintain the integrity of the Marketing Cloud journeys ecosystem.Implement and uphold governance processes to ensure journeys are built and maintained according to best practice, brand, legal, and compliance standards.Manage and optimise legacy journeys to ensure continued relevance and performance.Provide strategic oversight on platform governance, including but not limited to management of allocations - SMS, automations, storage, contacts.SMS - Budget managementStakeholder EngagementPartner with cross-functional teams including Distribution, Product, Sales, and Tech to align journeys with broader customer experiences.Work closely with Sales to coordinate callfile lead insertions and monitor downstream performance.Guide internal stakeholders on CRM best practices, platform capabilities, and personalisation opportunities.Special Projects & Strategic InitiativesPartner with cross-functional teams to support larger, planned strategic initiatives and high-priority business projects that intersect with journeys.Contribute to the continuous evolution of the data ecosystem by identifying opportunities to enhance and enrich the understanding of the customer and journeys.Lead or support initiatives that expand personalisation capabilities, improve segmentation, and unlock new lifecycle triggers based on enriched customer insights.