Job Description

About the Role
If you think in flows, see logic in life stages, and enjoy turning chaos into clarity - this one's for you. This role goes beyond campaign management. It's about architecting the journeys themselves: mapping decision splits, defining tagging and tracking logic, designing segmentation flows, and turning life-centric experiences into smart, scalable automations.
You'll work closely with experience designers, data analyst, performance marketers, and Martech specialists to ensure every journey - from onboarding to reactivation - is mapped with purpose and delivered with precision. Whether the tooling is Salesforce, Hubspot, MoEngage, or something in-between, you'll define the logic and rules that guide automated engagement at every step.
This is a mid-weight role with a strong strategic focus and a need for technical comfort. You'll help shape how we grow this discipline from the ground up.
Key Responsibilities
Journey Design & CVM Architecture
Translate CX/UX/SD artefacts and customer insights into intuitive, channel-agnostic CVM flows and growth initiatives.
Define customer journey logic using decision splits, segmentation rules, and conditional pathways.
Develop messaging matrices aligned to customer stage, segment, and intent.
Specify tagging, tracking, and data requirements to enable real-time activation and measurement.
Drive the use of Martech, CRM tools, and customer data platforms for effective execution.
Strategic CVM Thinking
Run workshops and collaborate with cross-functional teams to understand life-stage, value, and behaviour-based segmentation.
Map lifecycle goals across acquisition, onboarding, usage, cross-sell, retention, and reactivation.
Create documentation that translates logic and customer experience flows into build-ready formats for CRM and dev teams.
Performance & Martech Alignment
Ensure CVM designs integrate with paid media retargeting, suppression logic, and first-party audience enrichment.
Collaborate with CRM & Marketing Automation leads to define and QA journey builds.
Identify key metrics, channel insights, and test strategies to optimise lifecycle interventions.
Collaborate with Marketing, product, sales and data teams to develop and deliver targeted CVM campaigns to increase customer lifetime value and retention
What We're Looking For
4+ years' experience in CVM, CRM, CLM or experience design - ideally in an agency or consulting context.
Deep familiarity with journey mapping, lifecycle planning, and marketing automation tools (Salesforce, Hubspot, MoEngage, etc.).
Sound understanding of tagging frameworks, UTM tracking, and segmentation logic (e.g., value-based, behavioral, lifecycle-based).
Exposure to service design principles and ability to translate qualitative insight into scalable comms flows.
Strong analytical skills with comfort in testing logic, channel sequencing, and conditional rules.
An understanding of performance marketing and how paid media integrates into lifecycle strategies (bonus, but not required).
A relevant tertiary qualification (e.g., Marketing, Business Science, Digital Communication, etc.).
Role CPT-preferred with JHB considered; hybrid flexibility available.
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