CRM Customer Journey Manager

At National Vision we believe everyone deserves to see their best to live their best. We help people by making quality eye care and eyewear more affordable and accessible. National Vision is one of the largest optical retail companies in the United States with over 1,200 stores. We operate four retail brands: America’s Best Contacts & Eyeglasses, Eyeglass World, and Vista Optical inside select Fred Meyer stores and on select military bases. We offer an innovative culture where training is a priority, hard work is praised, and career growth is a reality.

We are hiring for a Manager, Customer Journey to join our growing team!

The CRM Customer Journey Manager designs and manages lifecycle journeys and personalization logic to deliver relevant, timely, and effective customer experiences across CRM channels. This role owns the development, execution, and optimization of journey flows, triggers, and personalization rules, leveraging Adobe technologies and customer data. The Manager partners closely with agency, data, and technology teams to ensure journeys perform effectively and support broader lifecycle marketing objectives.

What Would You Do? The Specifics.

• Design lifecycle journeys and triggers by defining journey flows, entry criteria, timing, and messaging logic to support key lifecycle moments and drive customer engagement and retention.
• Manage personalization rules and decision logic by applying audience segmentation, behavioral signals, and data attributes to ensure communications are relevant, timely, and aligned to customer needs.
• Configure and maintain journeys within Adobe platforms by partnering with technical teams to ensure journeys are implemented accurately, tested thoroughly, and deployed reliably.
• Partner with Adobe, Acxiom, and internal IT teams to align data sources, integrations, and platform capabilities that enable scalable, compliant, and performant journey execution.
• Monitor journey performance by tracking lifecycle KPIs, including conversion and retention, to evaluate effectiveness and identify optimization opportunities.
• Optimize journeys continuously by applying insights, testing variations, and refining triggers, timing, and personalization logic to improve lifecycle performance over time.
• Collaborate with CRM Campaigns, Analytics, and Brand partners to ensure journeys align with campaign priorities, messaging
• Document journey logic, rules, and performance learnings by maintaining clear records that support transparency, knowledge sharing, and ongoing optimization.

Work Experience

• 7+ years related experience, ideally with experience in CRM (Required)

Education

• Four year college degree or equivalent experience. Business, Marketing, Operations (Required)
• Master's Degree (Preferred)

Taking Care of our People!

We understand the importance of financial health and security, and because of that, we provide competitive compensation to all Associates. We also offer a comprehensive benefits package including health and dental insurance, 401k retirement savings with company match, flex spending account, paid personal time off, paid company holidays, parental leave, employee eyewear discount and much, much more. At National Vision, we strive to deliver opportunities for professional growth and long-term career fulfillment. We provide training programs, access to educational courses and pride ourselves on the ever-increasing amount of promotions from within.

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We are an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, and other legally protected characteristics.