Senior Manager, Membership Journey

　　Location

　　Billund, Denmark

　　Copenhagen, Denmark

　　Job ID 0000013269

　　Category Sales, Marketing & Product Management

　　Job Description

　　Ready to shape the future of LEGO® Membership?

　　Dive into an exhilarating global role as the Senior Manager, Membership Journey within the innovative Membership & Personalization team within LEGO® Market & Channels Global Marketing team.

　　Bring your passion for Membership & Personalization, forge lasting consumer ties, and inspire the builders of tomorrow!

　　Core Responsibilities

　　Drive cross-functional collaboration in developing the LEGO® Membership success and journey strategy, partnering with teams representing all parts of the membership journey across the LEGO Group.

　　Oversee the management and mapping of the membership journey, identifying key contextual moments for activation and engagement throughout the experience.

　　Collaborate with service design teams, user research teams, digital product teams and others to create LEGO® Membership personas, informing the design of member journeys, offerings, and experiences.

　　Define and develop lifecycle phases for the LEGO® Membership journey, covering acquisition, welcome, onboarding, retention, and re-activation, to achieve active membership growth targets.

　　Establish the messaging approach for LEGO® Membership, identifying optimal channels and touchpoints in coordination with marketing teams and touchpoint owners.

　　Take the lead in capturing and using membership feedback and satisfaction to enhance and optimize journeys. Implement a cross-functional approach for membership touchpoints and channel alignment, ensuring seamless and dynamic end-to-end membership journeys.

　　Establish and monitor important metrics for membership success, reporting, and evaluation.

　　Play your part in our team succeeding

　　M&C Marketing aims to develop and deploy essential capabilities, ensuring success in our 2025 corporate plan worldwide.

　　Do you have what it takes?

　　Bring over 5 years of senior experience in driving exceptional omni-channel membership or customer journey development with a focus on delivering customer value and robust commercial outcomes.

　　Demonstrated track record in designing and implementing large-scale, personalized end-to-end customer journeys within omni-channel operations.

　　Expertise in applying customer journey tools, methodologies, processes, and technology for crafting seamless end-to-end journeys and effective customer communication, collaborating with service design teams and digital product teams

　　Successfully navigate diverse partner dynamics within a global company, fostering collaboration with product and tech teams.

　　Exhibit strong skills in structured problem-solving and communication, delivering clear recommendations to senior leaders.

　　Experience in a global, multi-cultural manufacturing company with a complex channel mix, including both direct-to-consumer (D2C) and business-to-business (B2B) channels.

　　What’s in it for you?

　　Here are some of what to expect:

　　Family Care Leave – We offer enhanced paid leave options for those important times.

　　Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

　　Wellness – We want you to be your best self, so you'll have access to the Headspace App and lots of wellbeing initiatives and programmes run by local teams where you are based.

　　Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

　　Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

　　Your workplace –When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

　　Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

　　The LEGO Group is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.

　　The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

　　Thank you for sharing our global commitment to Children’s Rights.

　　Just imagine building your dream career.

　　Then make it real.

　　Join the LEGO ® team today.