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Job title: Customer Journey Manager (CRM)

Contract type: Permanent
Location: Manchester
Salary: £43,650 to £49,650
Working arrangements: Hybrid - 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 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.

What's in it for you

This role offers you:

The chance to step into a new role and shape customer experiences that impact thousands of learners.
Opportunities to innovate and experiment.
A collaborative culture that values curiosity and improvement.
Flexible working arrangements to support work-life balance.
Access to professional development and growth opportunities.

Diversity and inclusion statement

At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone-regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background-is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.

Application process

To apply, please submit your CV and a cover letter outlining your suitability for the role by 23.59 on Sunday 18 January.

First stage interviews will take place remotely throughout the week of 26 January, second stage interviews will take place in our Manchester office throughout the week of 02 February.

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