Customer Journey Manager

We are looking for a highly analytical, organized, and customer-focused Customer Journey Manager to lead the end-to-end customer experience across multiple touchpoints. This role is responsible for optimizing the entire customer lifecycle from new leads to active users to long-term loyal clients ensuring a smooth, engaging, and consistent experience across all channels.

This is a cross-functional role that works closely with Marketing, Sales, Product, Support, and CRM/Automation teams.

Responsibilities:

1. Customer Journey Design

Build clear and structured customer journeys across the full lifecycle: awareness, onboarding, engagement, retention, loyalty, and reactivation.

Map customer touchpoints across WhatsApp, Email, social platforms, and internal channels.

2. Journey Maintenance & Optimization

Update and refine journey maps based on performance data, customer feedback, and evolving product offerings.

Conduct A/B tests on messaging, timing, and segmentation to improve conversion and engagement rates.

3. Customer Insights & Behaviour Analysis

Gather insights from customer interactions, surveys, support feedback, and platform usage.

Identify pain points and opportunities to improve customer experience.

Translate insights into actionable improvements.

4. Cross-Department Collaboration

Work closely with Marketing, Sales, Product, and Support teams to ensure smooth execution across all lifecycle stages.

Ensure consistent customer messaging and experience across channels.

5. Performance Tracking & Reporting

Monitor and report key customer experience metrics such as activation rate, engagement rate, churn indicators, retention rate, and customer satisfaction.

Present monthly journey performance dashboards and recommend improvements.

6. Engagement & Retention Support

Design nurturing flows and engagement sequences for leads and active customers.

Develop reactivation plans for inactive users.

Support the creation of tailored experiences for high-value customers.

7. Automation & Process Improvement

Work with automation/CRM specialists to implement journey flows using available technology platforms (e.g., WhatsApp automation tools, CRM, marketing systems).

Identify opportunities to streamline customer processes and reduce friction.

Required Experience & Skills:

Experience

37 years of experience in Customer Experience, CRM Lifecycle, Customer Success, Digital Marketing, Growth Marketing, or related fields.

Experience designing customer journeys or lifecycle campaigns (email/CRM/automation).

Experience in fintech, trading, brokerage, or financial services is a strong advantage but not required.

Experience working with WhatsApp, CRM systems, or marketing automation tools.

Skills

Strong analytical and data interpretation skills.

Excellent communication skills with ability to simplify complex journeys.

Proficiency in journey mapping, funnel analysis, and segmentation strategies.

Creative problem-solving and ability to propose practical improvements.

Detail-oriented with strong project management ability.

Nice-to-Have

Knowledge of digital trading products or CFDs.

Experience handling high-value or premium customer segments.

Exposure to behavioural design concepts (e.g., nudges, gamification).

Ability to interpret customer data dashboards.

What We Offer:

Opportunity to build and shape customer journeys across multiple SEA markets.

A fast-paced, growth-driven environment.

Professional development and regional exposure.

Competitive compensation with performance incentives.

Medical insurance coverage

Company trip or annual events