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Senior Manager, Customer Segments & Journey Activation #2396

Pivotal Talent Search -
New York, NY

Quick Apply

Job Details

Full-time
$110,000 - $120,000 a year

Qualifications

Audience analysis
Stakeholder engagement
Market segmentation (product management technique)
Customer segmentation analysis
Marketing analytics
Cross-functional collaboration
Cross-functional team management
Cross-functional communication
Stakeholder management

Full Job Description

Overview
The Senior Manager, Customer Segments & Journey Activation leads customer segmentation and journey orchestration strategies that drive personalized, customer-centric experiences across channels. This role serves as the bridge between customer strategy and execution, ensuring audiences, journeys, and campaigns are thoughtfully designed, accurately activated, and continuously optimized. Partnering closely with Lifecycle Marketing, Loyalty, Media, Analytics, and Integrated Marketing teams, this individual leverages customer data and insights to improve engagement, drive business outcomes, and advance enterprise customer strategies.

Responsibilities

Customer Segmentation & Journey Strategy

Own the development, management, and optimization of customer segments to support enterprise marketing and business objectives
Develop scalable audience and journey frameworks that align customer insights with business priorities
Lead journey orchestration initiatives, influencing scope, sequencing, and prioritization across customer touchpoints
Identify key customer moments, friction points, and engagement opportunities to inform future strategies
Define success metrics and measurement frameworks for customer segments and journey performance

Audience Activation & Campaign Execution

Serve as the business owner for customer audience activation and journey execution within customer data and marketing platforms
Build and manage audience targeting, suppression logic, sequencing, and cross-channel orchestration strategies
Partner with Lifecycle, Loyalty, Media, and Integrated Marketing teams to ensure accurate and effective campaign execution
Lead quality assurance processes to validate audience logic, journey design, and campaign readiness prior to launch

Cross-Functional Partnership & Strategic Planning

Develop customer insight summaries that communicate audience opportunities, journey objectives, and business impact
Partner closely with Marketing, Loyalty, Media, Analytics, and broader business teams to align customer strategies and activation plans
Facilitate stakeholder reviews and discussions around customer segments, journey performance, and optimization opportunities
Influence enterprise customer strategy through data-driven recommendations and actionable insights

Reporting & Customer Insights

Own reporting and performance analysis for customer segments, journeys, and campaigns
Leverage customer data to identify behavioral trends, engagement patterns, and growth opportunities
Deliver actionable insights and recommendations that improve segmentation strategies, customer experiences, and business performance
Develop reporting frameworks and performance narratives for business and leadership stakeholders

Qualifications

Required

5–8+ years of experience in customer analytics, customer intelligence, CRM, lifecycle marketing, or related fields
Hands-on experience working with customer data platforms, CRM systems, or customer audience management tools
Strong understanding of customer segmentation, audience strategy, customer journeys, and first-party data activation
Experience translating customer data into actionable insights and strategic recommendations
Strong analytical, problem-solving, and storytelling skills
Experience managing multiple stakeholders and priorities in a cross-functional environment
Excellent communication, collaboration, and presentation skills

Preferred

Experience supporting Brand, Merchandising, Loyalty, or Enterprise Strategy teams with customer insights
Experience with CRM, lifecycle marketing, email marketing, or customer engagement programs
Familiarity with media activation strategies utilizing first-party customer data
Experience developing executive-level reporting, dashboards, and insight-driven business recommendations
Experience within retail, e-commerce, loyalty, or consumer-focused environments

Quick Apply

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