Customer Journey Strategy & Governance Manager (CDP)

Location: Manchester, United Kingdom; hybrid working with a minimum of 2 days per week in the office.

Salary: £54,400–£60,700 per year.

Company

hirify.global is the largest provider of academic qualifications in the UK, marking over 10 million exam papers each year.

What you will do

• Develop and maintain the customer journey strategy and roadmap across the full customer lifecycle, from lead generation and acquisition through onboarding, adoption, retention and advocacy.
• Establish governance frameworks, journey design standards, prioritisation processes, customer contact policies, communication frequency standards and channel governance.
• Define and monitor journey performance measures covering engagement, conversion, retention, adoption and advocacy; lead reviews, A/B testing and continuous optimisation.
• Translate commercial objectives, assessment reform priorities and customer insight into journey requirements, engagement plans and actionable recommendations.
• Act as the business owner for customer data quality requirements and work with Technology, Product and Data teams to improve data completeness, accuracy and usability.
• Lead cross-functional adoption of Customer Data Platform capabilities through stakeholder influence, coaching, guidance, community building and deputising for the Customer Connections Manager.

Requirements

• Experience designing, managing or optimising customer journeys within a customer engagement, CRM, Customer Data Platform or marketing automation environment.
• Experience establishing governance frameworks, standards or operational processes.
• Evidence of using customer insight, data and performance measures to drive improvement.
• Strong stakeholder management, communication, facilitation and influencing skills across multiple business functions.
• Experience leading change or transformation initiatives and delivering outcomes through others while managing competing priorities.
• Strong problem-solving and continuous improvement mindset.

Nice to have

• Experience with Customer Data Platforms, Dynamics 365, ClickDimensions, Customer Insights Journeys or similar technologies.
• Understanding of customer segmentation, personalisation and lifecycle marketing.
• Experience in education, qualifications, membership, public sector or highly regulated environments.
• Knowledge of customer experience, customer success or service design methodologies.
• Experience with experimentation, testing and optimisation frameworks.
• Understanding of data governance, customer consent and customer communication compliance requirements.
• Experience supporting large-scale customer, digital or CRM transformation programmes.

Culture & Benefits

• Permanent full-time role with a 35-hour working week.
• Hybrid working with at least two office days per week.
• 25 days of annual leave, increasing with service, plus an additional office closure at the end of December.
• Private medical insurance and a pension contribution of up to 11.5% of salary.
• Opportunity to shape a new customer journey strategy and governance function during the rollout of new Customer Insights-Journeys and Customer Data Platform capabilities.
• Inclusive workplace with opportunities for people from all backgrounds to grow and contribute.

Hiring process

• Submit a recent CV and cover letter by 23:59 on Sunday 8 November 2026.
• Two-stage interview process with shortlisting between stages.
• Teams interview in the week beginning 16 November, followed by a face-to-face interview in the Manchester office in the week beginning 23 November.