Customer Journey Manager

Customer Journey Manager

Permanent
Manchester
Salary: £42,500 - £51,000
Hybrid Working - a minimum of 2 days a week in the office

Ready to design and optimise journeys that make a real difference for schools, educators, and learners? If you're passionate about creating seamless, personalised experiences, this is the role for you.

As a Customer Journey Manager, you'll play a key role in shaping how our customers experience AQA, by leading the hands-on creation and optimisation of automated journeys in our CRM. You'll connect experiences across Marketing, Product, Sales, and Service, ensuring every interaction is meaningful and measurable. Your work will help us deliver on our mission to support learners of all abilities.

Key responsibilities

In this role, you'll be responsible for:

• Designing and managing automated, multi-channel customer journeys across the lifecycle.

• Collaborating with cross-functional teams to embed CRM-driven workflows that improve outcomes.

• Using data and insights to refine journeys and report on success metrics.

What's in it for you

This role offers you:

• The chance to shape customer experiences that impact thousands of learners.

• A working week of 35 hours with flexible, hybrid working

• A pension which could see up to a combined contribution of 18.5%

• 25 days annual leave with additional office closure days at the end of December

• The opportunity to join a variety of staff networks including Empowering Women, LGBTQ+, Disability, Parents and Carers, InterFaith, Neurodiversity and more.

• Private Medical Insurance, a Health Cash Reward Plan, Life Assurance and an extensive Employee Assistance Programme

• Access to professional development and growth opportunities.

What we are looking for

You'll thrive in this role if you:

• Have experience with CRM campaign management and journey automation (Dynamics, HubSpot, Salesforce, or similar).

• Can work confidently with Marketing, Sales, and Service teams to deliver integrated experiences.

• Are skilled in journey mapping tools like Figma and process design.

• Bring excellent stakeholder management and communication skills.

• Have an analytical mindset and a passion for continuous improvement and A/B testing.

Application process

To apply, please submit your most recent CV with a cover letter outlining your suitability for the role.

Applications will close at 23:59 on Sunday 16 November 2026

Interviews will be held in the Manchester office in the week beginning 23 November 2026

Diversity and inclusion statement

At AQA, we're committed to creating a workplace where everyone feels they belong and can do their best work. We value the different perspectives, experiences and backgrounds our people bring, knowing they strengthen our culture, decision-making and impact. We foster an inclusive environment where everyone is treated with respect, has access to opportunities to grow and contribute, and feels able to be themselves. We welcome applications from people of all backgrounds and lived experiences

All applications will be read and responded to by a human.

#LH-FH1

#MCRE