Role SummaryAs the Digital Journey & Orchestration Lead, you will be responsible for designing, implementing, and optimizing end-to-end customer journeys across all digital touchpoints. This role is critical to our transformation, bridging the gap between business strategy and technical execution. You will lead the selection and implementation of omnichannel journey orchestration tools, manage the transition of email marketing and digital product capabilities from agency-led to in-house, and drive continuous journey optimization to improve acquisition, retention, and lifetime value. You will leverage a proven track record of scaling lifecycle marketing programs across e-commerce, retail, and subscription to drive customer-centric growth.
Key Responsibilities - Omnichannel Orchestration: Lead the selection, implementation, and scaling of omnichannel journey orchestration platforms (e.g., Adobe Journey Optimizer, Salesforce, Braze). Define journey entry/exit logic, segmentation, and suppression rules to prevent over-communication. Build and own testing roadmaps across content, segmentation, and send cadence to optimize communication performance.
- In-Housing & Agency Management: Partner with the Marketing and OneTech teams to evaluate current agency-led email marketing and digital production workflows. Define the roadmap to bring high-value capabilities in-house, renegotiate agency scopes, and establish new ways of working that prioritize institutional knowledge and agility. Direct agency and vendor relationships to ensure strategic alignment and optimize channel performance.
- MVP Campaign Execution: Lead the design and launch of multichannel journey MVPs, including priority use cases such as PCO and Collision. Coordinate across CRM, web, app, and dealer touchpoints to ensure cohesive, data-driven customer experiences. Identify customer journey gaps and build integrated multi-channel strategies that accelerate funnel progression.
- Continuous Optimization: Build and maintain a journey performance dashboard. Use VOC and behavioral data to identify friction points, prioritize a backlog of journey enhancements, and refine orchestration logic to evolve with customer needs. Translate complex data into clear narratives for the Board and C-suite to drive business decisions.
- Cross-Functional Leadership: Act as a key stakeholder in the CX Council and IT Control Tower. Collaborate with Data Science, Analytics, and Legal/Privacy teams to ensure all orchestration efforts are compliant, data-justified, and aligned with enterprise OKRs. Mentor and develop CRM talent, fostering a culture of analytical rigor and execution excellence.
- Talent & Capability Building: Mentor internal teams on digital product best practices, journey mapping, and the use of AI-enabled marketing intelligence tools. Lead comprehensive MarTech platform evaluations to modernize the tech stack and improve scalability.
What you bring - Experience managing and optimizing end-to-end customer journeys within digital marketing, marketing operations, or customer experience environments, with the ability to leverage customer data to drive measurable business results and revenue growth.
- Strong expertise in marketing technology ecosystems, including Customer Data Platforms (CDPs), CRM platforms, journey orchestration tools, email marketing platforms, SMS solutions, analytics tools, and digital asset management systems such as Adobe Experience Manager (AEM).
- Demonstrated ability to translate business objectives into actionable technical and operational requirements, including evaluating technology solutions, supporting build-versus-buy decisions, and managing agency and vendor relationships.
- Strong analytical and data-driven mindset with the ability to synthesize complex data into actionable insights and recommendations; familiarity with AI-enabled marketing technologies and natural language processing (NLP) solutions is preferred.
- Proven ability to lead cross-functional initiatives and organizational change, fostering collaboration, accountability, stakeholder alignment, and continuous improvement across teams.
Added bonus if you have- Masters Degree in Marketing or Relevant field
- Experience in automotive, retail, or large-scale multi-brand digital environments.
- Familiarity with Adobe Experience Manager and shared component libraries.
What We'll BringDuring your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:
- A work environment built on teamwork, flexibility and respect
- Professional growth and development programs to help advance your career, as well as tuition reimbursement
- Team Member Vehicle Purchase Discount
- Toyota Team Member Lease Vehicle Program (if applicable)
- Comprehensive health care and wellness plans for your entire family
- Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute (if applicable)
- Paid holidays and paid time off
- Referral services related to prenatal services, adoption, childcare, schools and more
- Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
