If you are passionate about transforming customer data, behavioral signals, and business priorities into connected, personalized customer experiences, this could be your next professional challenge. As Omnichannel Orchestration Lead, you will own the orchestration layer across channels, establishing the foundation for journey design, audience segmentation, decisioning logic, and personalization at scale through, while connecting Marketing, IT, and the wider business.
About the role
In 3Shape, we are looking for our new colleague to be the Omnichannel Orchestration Lead in our Omnichannel & Lifecycle team within Global Marketing.
In this role, you will take a central role in shaping how we orchestrate and personalize customer experiences across channels at scale. You will own the business operation and continuous optimization of our omnichannel orchestration capabilities, establishing the foundations that enable scalable customer engagement, including journey orchestration frameworks, decisioning logic, audience frameworks, and personalization capabilities.
You will work at the intersection of Marketing, Commercial, Data and IT, acting as the business lead and super user for our orchestration capabilities. You will translate business needs into functional requirements, drive adoption and best practices across the organization, and partner closely with IT to continuously evolve the capabilities and solutions that enable our omnichannel ambitions.
The role gives you a unique opportunity to combine strategic influence with hands-on orchestration and optimization, helping build and evolve the capabilities, frameworks, and ways of working that enable teams to turn customer data and technology into connected, relevant experiences that drive engagement and commercial growth. As our new colleague, you will be owning the business operation, development, and optimization of our omnichannel orchestration and personalization capabilities, turning customer data and commercial priorities into connected and personalized customer experiences at scale.
You will become part of a team of highly skilled and experienced colleagues driving omnichannel activation and lifecycle marketing globally. We foster a collaborative, ambitious and open environment, where testing, learning and continuous improvement are key to delivering stronger customer experiences and measurable business value.
The primary responsibilities are:
Continuously evolve the technical foundation for omnichannel engagement including decisioning logic, triggers, and personalization rules across channels, and ensure their scalable implementation, optimization, and governance within the orchestration engine.
Define and govern audience and segmentation frameworks to enable scalable and consistent customer activation
Act as the business lead and super user for the omnichannel orchestration platform, driving adoption, optimization, and best practices
Establish omnichannel governance and ways of working, ensuring global consistency while enabling regional execution
Translate business needs into functional requirements for data, integrations, automation, reporting, and platform capabilities
Partner closely with IT on solution design, development, testing, and implementation, acting as the bridge between Marketing and IT
Define and prioritize the omnichannel capability roadmap and continuously strengthening the foundations that enable improved customer experiences and commercial performance.
Role and ideal profile:
You combine strategic thinking with hands-on experience building and optimizing the capabilities that enable omnichannel orchestration and personalization at scale. You understand how customer data, segmentation, automation, and decisioning create connected customer experiences and can translate business needs into scalable solutions.
You have hands-on experience with marketing automation, CRM, CDP, or omnichannel platforms and effectively bridge Marketing, Commercial, Data, and…