Consumer Journey Manager GTR
Role Overview
The Consumer Journey Manager establishes, orchestrates, and improves Consumer Journey Management across Global Travel Retail touchpoints before, during, and after travel.
The role translates consumer understanding, data, and insights into journey priorities and aligns Marketing, Brand, Digital, and Activation efforts.
The position connects cross-functional teams and combines strategic oversight with practical enablement to improve measurable consumer experience and funnel outcomes.
Key Skills for This Role
Full Job Posting
Role overview
The Consumer Journey Manager establishes, orchestrates, and improves Consumer Journey Management across Global Travel Retail touchpoints before, during, and after travel.
The role translates consumer understanding, data, and insights into journey priorities and aligns Marketing, Brand, Digital, and Activation efforts.
The position connects cross-functional teams and combines strategic oversight with practical enablement to improve measurable consumer experience and funnel outcomes.
Role responsibilities
- Lead the establishment and evolution of Consumer Journey Management in Global Travel Retail, including its operating model and ways of working.
- Define journey strategy across key touchpoints and develop measurable priorities and action plans for Awareness, Acquisition, and Retention.
- Set journey KPIs, governance frameworks, and performance review routines; monitor results and address performance gaps and friction points.
- Coordinate initiatives with SI, Brand, Digital, Activation, and other stakeholders to support a seamless, consistent consumer experience.
- Drive continuous optimization and align initiatives to business priorities and measurable consumer and commercial outcomes.
Requirements
- High-standard university degree required.
- At least 7 years of professional experience required.
- Experience in Consumer Journey, Customer Experience, or Consumer Engagement required.
- Experience leading cross-functional initiatives and influencing stakeholders in a matrix organization required.
- Experience using consumer insights, analytics, and performance data to drive decision-making and prioritization required.
- Experience building new capabilities, frameworks, or ways of working required.
- Travel Retail and/or RRP experience is advantageous.
- Advanced written and spoken English required.
Benefits and work arrangements
- The employer mentions well-being initiatives, flexible work arrangements, growth opportunities, and benefits including a family leave policy.
Selection process
- Selected applicants may proceed through a talent-advisor phone screen, assessment tests, interviews, and an offer; the process may vary by role.
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