Customer Journey Manager; CRM

Position: Customer Journey Manager (CRM)
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* Job title:

** Customer Journey Manager (CRM)
** Contract type:
** Permanent  
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* Location:

** Manchester  
** Salary:** £43,650 to £49,650  
** Working arrangements:
** Hybrid – 2 days a week in the office

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, Hub Spot, 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.**#CRE
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**** Recruitment Agencies
** We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.# # #
** Full

Job Description
**** Summary
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* Purpose:

At AQA we are more than just an awarding organisation, we are committed to advancing education by enabling both teachers and students to realise their potential. Our purpose drives everything we do – we're here to make a positive difference in the world by bringing out the best in educators and learners.
The Customer Connections team plays a pivotal role in this mission, working across the organisation to ensure customers are at the heart of every interaction. This role is key in shaping how we connect with customers through personalised, automated journeys that support onboarding, engagement, and retention.
As a Customer Journey Manager (CRM), you will design, build, and optimise customer journeys using our CRM platform. You’ll bring together data, technology, and creativity to ensure customers experience seamless, personalised interactions that make AQA the partner of choice in education.

Landscape:  AQA is a leading exam board and education charity, known for delivering high-quality assessments and trusted support for schools and educators. The Customer Connection team ensures that customer needs are…