CRM Customer Journey Manager

National Vision•Duluth, GA

About The Position

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 CRM Customer Journey Manager 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.

Requirements

7+ years related experience, ideally with experience in CRM (Required)
Four year college degree or equivalent experience. Business, Marketing, Operations (Required)

Nice To Haves

Master's Degree (Preferred)

Responsibilities

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.