Customer Journey Lead

About the Role

The Customer Journey Lead owns the strategic direction of customer journeys across the My 7-Eleven app and digital communications channels. This role is responsible for optimising existing journeys, identifying opportunities for new lifecycle communications, and serving as the technical subject matter expert for the martech stack within the loyalty team.

Key Responsibilities

• Own the strategic direction and continuous improvement of automated customer journeys across email, push, and in-app messaging
• Lead the discovery, design, and business case development for new customer journeys that drive engagement, retention, and program value
• Act as the technical SME for the martech stack (Adobe Journey Optimizer, Adobe Campaign Classic), advising on platform capabilities, best practices, and roadmap opportunities
• Manage relationships with martech vendors and internal platform teams to ensure the stack meets evolving business needs
• Liaise with product, app squad, customer identity squad, and creative teams to deliver cohesive, on-brand customer experiences
• Define audience segmentation strategies and personalisation logic in partnership with data and analytics teams
• Measure and report on journey performance against engagement and commercial KPIs, translating insights into optimisation opportunities
• Contribute to team capability development through documentation, playbooks, and knowledge sharing

About You

• Strong working knowledge of Adobe Campaign Classic and/or Adobe Journey Optimizer (or equivalent platforms)
• Proven ability to think strategically about customer lifecycle and translate business objectives into journey design
• Technical aptitude with the ability to serve as an SME and trusted advisor on martech capabilities
• Experience managing vendor and platform relationships
• Analytical mindset with ability to measure impact and drive continuous improvement
• Excellent stakeholder management and communication skills across technical and non-technical audiences
• Experience in loyalty programs, retail, or app-based businesses is highly regarded

Why Join Us?

• Vibrant Open Office in Richmond. Work in a dynamic, collaborative space that sparks creativity 
• Work Your Way. Enjoy the perfect balance of remote flexibility and in-office collaboration—get the best of both worlds
• Make a Difference. Take a paid day off each year to volunteer for a cause you’re passionate about
• Fuel Your Day. Enjoy free 7-Eleven coffee and snacks in the office—because great ideas start with great coffee
• Family Comes First. Get up to 15 weeks of paid parental leave so you can focus on what matters most
• Stay Social & Connected. Join our Social Club and Open Committee for regular events, celebrations, and fun activities
• Grow Without Limits. Access unlimited LinkedIn Learning courses and invest in your personal and professional development

At 7-Eleven our people are at the heart of everything we do. We are committed to creating a workplace that fosters inclusion and celebrates diversity. We strive to make every single 7-Eleven team member feel heard, valued, and respected no matter who they are or what diverse characteristics reflect their unique identity. We are proud to be a Diversity Council Australia Inclusive Employer 2024-2025 and Bronze Accredited with the Australian Workplace Equity Index.

At 7-Eleven, we are committed to ensuring that all prospective employees have the opportunity to perform at their best throughout our recruitment process. If you require any adjustments to support an inclusive and accessible experience, please contact us for a confidential discussion at [email protected]

** Please note, this email is strictly for adjustment requests related to the recruitment process. Other inquiries sent to this mailbox will not be actioned.**

To find out more about our current opportunities follow us on LinkedIn or view our careers page.