Customer Journey Sr Specialist
Core
End-to-end ownership of the SMB customer journey, optimizing the commercial funnel, CRM, and operational processes to maximize conversion, retention, and growth.
Role type
Senior Revenue Operations / Customer Journey Specialist
Builds
Optimized customer lifecycle processes, scalable CRM operations, and data-driven commercial forecasts
Domain
Financial Services / Revenue Operations
Deliverable
dashboards & analysis
Required skills
Customer journey mapping, CRM administration, process automation, SLA management, commercial forecasting, data governance, business analytics, revenue operations best practices
Preferred skills
Cross-functional team alignment, operational efficiency improvement
Technologies
CRM platforms, automation tools, analytics dashboards
Responsibilities
Design and optimize the SMB customer journey end-to-end; Monitor commercial funnel performance and identify bottlenecks; Lead CRM evolution and ensure data quality; Implement process automations to reduce manual tasks; Define and monitor SLAs across Marketing, Sales, and Customer Success; Develop metrics and dashboards to measure journey performance; Lead commercial forecasting and trend analysis; Generate actionable business insights and reports.
Seniority
Senior, hands-on IC
