Senior Manager, Membership Journey and Channel Excellence

Location: Copenhagen Hub - Løvstræde, Denmark; Billund also listed. Hybrid work allows working from home up to two days per week.

Company

hirify.global creates products and member experiences through its global hirify.global Insiders membership ecosystem.

What you will do

• Lead the cross-functional development of the hirify.global Insiders journey and channel excellence framework.
• Establish membership journey management and mapping processes, including critical moments and expected channel behaviour.
• Define lifecycle phases and channels across acquisition, onboarding, and retention for CRM Lifecycle & Personalisation teams.
• Shape the channel approach by identifying optimal channels and touchpoints across prioritised journeys.
• Use member feedback, satisfaction insights, and personas to refine journey priorities and channel standards.
• Drive alignment across Membership Operations, CRM, channel teams, Digital Product, and Technology.

Requirements

• Senior experience leading membership or customer journey development in an omnichannel context, delivering customer value and commercial results.
• Proven experience designing and delivering end-to-end customer journeys and personalised communication at scale.
• Hands-on experience with customer journey tools, methodologies, processes, and technology.
• Ability to navigate complex stakeholder environments and collaborate with Product and Technology teams in a global organisation.
• Strong structured problem-solving, analytical, written, and verbal communication skills.
• Ability to make clear recommendations, work independently, set direction, and influence stakeholders across organisational boundaries.

Nice to have

• Practical knowledge of journey mapping tools or enabling technologies for end-to-end consumer journeys.
• Experience in a global, multicultural organisation with a complex channel mix across D2C and B2B environments.

Culture & Benefits

• Hybrid work model with the option to work from home up to two days per week, subject to role and team principles.
• Enhanced paid family care leave, life and disability insurance, wellbeing resources, and community opportunities.
• Colleague discount from the first day and bonus eligibility when goals are reached.
• Collaborative, inclusive culture focused on solving complex member and commercial challenges.
• Equal employment opportunity and commitment to children’s rights and wellbeing.

Hiring process

• Applications are reviewed on an ongoing basis, and the role may be amended or withdrawn before an advertised closing date.