Customer Journey Specialist
Contractual Position / Montréal
What we are looking for
The Customer Journey Specialist plays a key role in designing, orchestrating, and evolving customer journeys across digital channels (email, SMS, push, app). This person translates business and CRM objectives into cohesive, personalized, and measurable journeys, ensuring each customer interaction is relevant, well sequenced, and aligned with user needs and brand standards.
Acting as a bridge between strategy, operations, and technical teams, the Customer Journey Specialist ensures an end-to-end view: from journey definition and entry rules to deployment, performance monitoring, and continuous improvement.
Employment Type: Full-time, contract through April 30, 2027,with possibility of renewal, hybrid position
Location: Organization based in Montreal-Nord (3 day per week on-site, 2 days remote)
Hours: 37.5 hours per week
Job Tasks and Responsibilities
- Coordinate the deployment of customer journeys across digital channels (email, SMS, push, app), from pre-launch through post-launch follow-up.
- Validate audiences, entry criteria, and personalization logic in Salesforce Marketing Cloud (SFMC).
- Act as the operational point of contact for launches: preparing briefs, managing timelines, and coordinating QA steps.
- Support test-and-learn programs embedded within journeys (test groups, variant tracking, etc.).
- Collaborate with strategy, mapping, deployment, and personalization teams to ensure alignment and smooth delivery of outputs.
- Maintain journey documentation and contribute to improving processes and work templates (e.g., in Asana).
- Ensure compliance with governance best practices (naming conventions, targeting rules, confidentiality, customer preferences).
- Participate in strategic meetings for new customer journeys, acting as a technical advisor to validate what is actionable and to capture requirements in order to relay them accurately to the delivery team.
- Support developers in email integrations, particularly around personalization using dynamic fields, and ensure quality control.
- Support the team in building journeys in Journey Builder and review journeys once ready to ensure full alignment with the strategy.
- Provide post-deployment analyses on the operational aspects of projects following launches, to ensure continuous process improvement.
- Oversee maintenance of existing journeys to ensure they continue to meet current business objectives, remain relevant for customers, and align with program needs.
- Help promote the DCE team's customer journey work within the group to encourage new internal collaborations.
- Coordinate offer renewals for all existing customer journeys and support offer creation for new journeys.
- Support the analytics teams in preparing the Quarterly Business Review.
Required Qualifications and Characteristics
- 3 to 5 years of experience in CRM, relationship marketing, customer journeys, or a similar role.
- Bachelor's degree in marketing or a related field.
- Hands-on experience in journey orchestration and personalization across digital channels.
- Ability to think strategically and solve complex problems by aligning business objectives, customer needs, and operational/technical constraints.
- Excellent verbal and written communication skills, with the ability to clearly explain journey choices, logic, and performance to stakeholders.
- Strong organizational and time-management skills, with experience managing multiple initiatives, dependencies, and timelines in parallel.
- Strong understanding of CRM KPIs and ability to interpret results to identify anomalies, prioritize optimizations, and guide decisions.
- Proficiency in Salesforce Marketing Cloud (especially Journey Builder) or equivalent experience with a journey orchestration platform.
- Familiarity with collaboration and production tools (e.g., Asana, Figma, Litmus) is an asset.
- Bilingual (French/English) to collaborate with teams based in Toronto and Halifax.
What we offer
Your well-being is at the heart of our priorities. That's why we are proud to offer you the following benefits:
- 37.5 hour work week with a flexible schedule;
- Hybrid work model (3 day per week on-site at the client's office);
- 3 weeks of paid vacation;
- 2 sick days.