Customer Journey Manager
Department: Marketing
Employment Type: Full Time
Location: Liphook (Office-Based)
Compensation: £40,000 – £48,000 / year
Overview
We’re looking for a Customer Journey Manager to join our Marketing team at our Liphook office. In this role you will own the end‑to‑end parent journey and communications infrastructure, ensuring that children and their grown‑ups receive timely, personalised, and meaningful engagement at every stage of the Rocksteady experience.
Responsibilities
- Own the end‑to‑end parent journey from first digital touchpoint to active, engaged subscriber – map, audit, and continuously improve every stage of the parent experience, working with the Head of Engagement Marketing to prioritise improvements that drive conversion and retention.
- Manage the parent communications infrastructure across automated and ad‑hoc channels – optimise emails, operational comms, portal timeline messages and SMS sequences to ensure every communication is timely, personalised and adds genuine value.
- Act as the parent and child advocate in digital product development – collaborate with the Head of Engagement Marketing and external agency partners to shape the parent app and future digital products based on quantitative and qualitative insights.
- Refine, develop and maintain trigger‑based communications logic – design and manage event‑driven flows that respond to changes in a child’s Rocksteady journey.
- Own the parent journey performance data and translate it into actionable insight – track and report on key journey metrics such as sign‑up conversion rates, app adoption, email engagement, churn signals and retention performance.
- Work closely with our Customer Service and School Experience teams to close the loop between parent communications and inbound query patterns across multiple platforms, using Zendesk query data to reduce avoidable contact.
- Develop segmented audience frameworks that enable more personalised, targeted communications at key touchpoints – explore how AI tools can enhance personalisation and surface churn risk earlier.
Qualifications
- Strong experience in customer journey management, lifecycle marketing, or B2C CRM and retention roles.
- Proven experience designing and managing automated communications programmes (email, SMS, or push) within a consumer‑facing or subscription product environment.
- Experience mapping and improving customer journeys end‑to‑end, with a strong instinct for friction removal.
- Comfortable working with trigger‑based logic and event‑driven communications, and a working understanding of how these integrate with digital products or platforms.
- Analytical and data‑led – able to build and own performance reporting on journey and retention metrics, translating data into clear recommendations.
- Collaborative by nature – has worked effectively with comms, product, engineering and customer service teams to deliver joined‑up customer experiences.
- Values‑driven and motivated by the opportunity to contribute to a mission‑led organisation.
- Passion for education and/or music is a bonus.
Benefits
- 35 hour working week
- 28 days holiday plus bank holidays
- Long service awards including an additional 4 weeks’ pay after 5 years
- Free on‑site parking
- Personal development opportunities
- Comprehensive benefits package including discounts on everyday purchases and free 24/7 GP service.
- Enhanced maternity and paternity pay.
- Celebratory staff away‑days, Christmas parties and social events.
- Opportunities to work with the Rocksteady Foundation, reaching children and young people in charities and support groups across the UK.
Additional Information
We are committed to safeguarding and promoting the welfare of all children and expect all our staff to share this commitment.
As this role involves regular work with children and young people, and meets the definition of regulated activity, it is exempt from the Rehabilitation of Offenders Act 1974. Under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 you must disclose all unprotected unspent and spent cautions and convictions. Further details on what convictions must be declared can be found in the Governments Guidance on the Rehabilitation of Offenders Act 1974 and the Exceptions Order 1975. You can find out more about our policy on recruitment of ex‑offenders here.
If you are offered this position, Rocksteady will ask you to complete an enhanced DBS check with a children’s barred list check.
It is an offence for an individual who has been barred from working with children to apply for regulated activity. Providing false information is also an offence and could result in the rejection of the applicant, summarily dismissal if selected, and possible referral to the police.
Rocksteady Music School is an equal opportunity employer. We are committed to the fair treatment of staff, potential staff, and of our services, regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical/mental disability, or offending background.
To find out more about Rocksteady, check out our website www.rocksteadymusicschool.com
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