ROLE OVERVIEW

We are looking for a strategic and execution-focused Journey & Lifecycle Senior Manager to lead customer journey design and lifecycle marketing within the Marketing Operations function at K3 Advisory Group. You will own the Salesforce Marketing Cloud (SFMC) product and customer journey function - designing, building, and optimising automated journeys that nurture leads from MQL through to revenue and support cross-sell and retention objectives. Working closely with the CDP Product Manager, RevOps Manager, and campaign teams, you will ensure K3's customer communications are personalised, data-driven, and commercially effective.

COMMERCIAL OBJECTIVES

• Direct + influenced multi-channel pipeline coverage & revenue

• Improved sales conversion of pipeline to opportunity

• ICP-hyper-personalised, scaled outreach with full-funnel coverage

• Data integrity, health & sender reputation management

• Cross-sell & referrer orchestration

• Group + brand lead volumes, opportunity CVR, revenue acceleration - orchestrating customer journeys

KEY RESPONSIBILITIES

Leadership & Management

• Own design, orchestration, governance & optimisation for lifecycle marketing and email/SMS channels

• Transforming intelligence outputs from CRM, AI, ICP and behaviour into revenue-generating journeys

• Sales pipeline orchestration, driving opportunity-to-revenue conversion

Functional Responsibilities

• You will take functional ownership across 23 BUs, leading lead nurture, opportunity acceleration, cross-sell, referral partner, buyer, customer, event and sales enablement journeys.

• You will own Salesforce Marketing Cloud (SFMC) end-to-end - Journey Builder, Contact Builder, Data Extensions, Automation Studio, Mobile Studio, Email Studio and the personalisation frameworks that sit across them.

• You will build and manage a full journey portfolio spanning acquisition (lead, ICP and intent nurture), conversion (sales acceleration, opportunity nurture), growth (cross-sell), partner (referrer and introducer journeys) and retention (client engagement and reactivation).

• You will develop the lifecycle marketing roadmap across every business, mapping the path from lead to MQL, SQL, opportunity, cross-sell and advocacy through a clear lifecycle framework, journey architecture and contact strategy.

• You will design journey architecture from the ground up - entry logic and triggers, decision trees, exit and suppression logic, and channel orchestration - working closely with the AI Operations Manager and Performance team.

• You will set the standard for how SFMC is built and managed, delivering execution standards, governance and reusable assets across Journey Builder, Automation Studio, Data Extensions, triggered sends and dynamic content.

• You will operationalise AI-driven personalisation, turning inputs like ICP, intent, propensity, industry, persona and opportunity stage into tailored email content, CTAs, case studies, offers and send timing.

• You will orchestrate journeys across email, SMS, website, sales notifications and paid audiences, defining the sequencing, cadence, frequency and escalation paths that keep communications relevant.

• You will build K3's cross-sell engine, developing the models, journeys and group revenue programmes that unlock more value from every client relationship.

• You will grow K3's partner and referrer channel through dedicated journeys for referrer onboarding, introducer nurturing, referral activation and reporting.

• You will optimise journeys for revenue, not just opens - refining entry criteria, messaging, cadence and journey paths to maximise opportunity creation and pipeline generation.

• You will own journey analytics and reporting, giving the business a clear view of coverage, engagement, commercial impact and operational health.

• You will lead and develop your team, setting clear objectives and driving strong performance.

• You will protect the customer experience through strong governance, owning contact frequency, suppression and prioritisation rules, resolving journey conflicts, and stewarding audience governance across the board.

• You will stay ahead of evolving sender reputation and deliverability requirements from Microsoft and Google, proactively adapting K3's data integrity and sender practices as the rules governing email placement continue to change.

KEY PERFORMANCE MEASURES

• Coverage - lifecycle conversion, revenue contribution, engagement performance

• Coverage - personalisation coverage, CTR, conversion uplift

• Quality - journey effectiveness, automation coverage, conversion performance

• Quality - build quality, automation reliability, deployment velocity

• Quality - deliverability, unsubscribe rates, complaint rates

• Email channel - engagement, conversion

• Revenue Ops - direct + influenced contribution across leads, SQLs, opportunities and revenue

• Cross-sell / referrer - pipeline, revenue, conversion rate

• Revenue optimisation - revenue per journey, pipeline per journey, opportunity conversion rate

WHAT WE OFFER

• Competitive salary, commensurate with experience and seniority

• Performance-related bonus linked to individual and business outcomes

• Hybrid and flexible working arrangements

• Structured professional development budget and learning opportunities

• Pension and healthcare options

• Exposure to a broad and diverse portfolio of professional services businesses across K3 Advisory Group

• A fast-paced, commercially driven environment with real scope for career progression

K3 Advisory Group is an equal opportunities employer. This job specification sets out the principal responsibilities for this role and is not an exhaustive list of duties. Responsibilities may evolve over time in line with the needs of the business.