Senior Manager, Membership Journey and Channel Excellence

Job Description Just imagine making every LEGO® Insiders interaction feel like part of one connected member experience. Then make it happen.

About the role As our Senior Manager, Membership Journey & Channel Excellence, you'll lead how we design and continuously improve LEGO® Insiders member journeys across branded and non-branded channels. This role will lead the cross-functional development of end-to-end membership journeys and define how channels and touchpoints work together across key lifecycle stages. Using member segments, member-centric design principles, feedback and satisfaction insights, you will identify the moments that matter and continuously improve the member experience.

You will report directly to the Senior Director, Membership Growth & Development.

Required Qualifications

• Senior experience leading best-in-class membership or customer journey development in an omni-channel context, delivering customer value and strong commercial results.
• Proven track record of designing and delivering end-to-end customer journeys and personalised communication at scale within an omni-channel context.
• Hands-on experience with customer journey tools, methodologies, processes and technology used to design customer communication and end-to-end journeys.
• Demonstrated ability to navigate complex stakeholder environments and build support across diverse groups in a global organisation, including effective collaboration with Product and Technology teams.
• Strong structured problem-solving and communication capabilities, with the ability to turn complexity into clear recommendations.
• Confident communicator with senior stakeholders, both written and verbal, able to convey clear recommendations grounded in strong analysis and insight.
• Positive, solution-oriented and collaborative, with the ability to work independently, set clear direction and influence stakeholders across organisational boundaries.

Preferred Qualifications

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