Lead Journey Management Strategist - Europe

Job description

# **Help fix customer-centricity at scale** Every company wants to become more customer-centric. At TheyDo, we make that ambition real. Our AI-powered journey management platform helps the world’s largest enterprises align around what matters most: their customers. By bringing scattered data and teams together, we empower smarter decisions and better experiences. Since 2019, global leaders across industries — including Ford, Cisco, Johnson & Johnson, Siemens, Home Depot, and Lufthansa — have trusted us to scale journey management and deliver measurable impact. Backed by $50M from top-tier investors, including Blossom and 20VC, we are building a category-defining company. Our fully remote team of 100+ TheyDoers represents 30+ nationalities across 27 countries, united by a customer-led, people-first culture. Our mission is clear: Make journey management the most powerful business tool in the world. If you’re looking for a place where your work shapes the future of how companies operate, join us. Let’s build it together. ## **Defining how journey management changes enterprises and markets** As Principal Executive Advisor for Journey Management at TheyDo, you define, scale, and represent the global vision for journey management at enterprise level. In this highly strategic, externally focused role, you partner directly with C-suite and executive sponsors across TheyDo’s most critical enterprise accounts to position journey management as long-term business infrastructure and unlock sustained, multi-year return on investment (ROI). You lead complex, multi-threaded enterprise transformation programs that span Customer Experience (CX), Product, Operations, and Transformation. You shape and evolve TheyDo’s journey management frameworks, coaching standards, and executive narratives, while working closely across Product, Customer Success, and Go-To-Market teams to influence platform direction, enablement strategy, and commercial positioning. This role goes beyond delivery. As a senior advisor and thought partner, you help define how journey management is practiced, sold, and understood at enterprise scale. You influence both customer strategy and TheyDo’s category direction, operating with full autonomy and accountability for the strategic evolution and global credibility of journey management at TheyDo. ## **What you’ll do** You act as a trusted advisor to Tier 0 enterprise customers, partnering with executives who own multi-year transformation agendas across Customer Experience (CX), Product, Operations, Digital, and Transformation. Your work focuses on impact, not activity. You will: - Lead C-suite-level conversations that reframe journey management as strategic enterprise infrastructure. - Translate ambiguous executive goals into structured, scalable journey-led transformation programs. - Build executive alignment across complex stakeholder groups, including steering committees and governance bodies. - Shape multi-year investment narratives, enterprise return on investment (ROI) frameworks, and expansion strategies. - Partner closely with Customer Success (CS) and Account Executive (AE) leadership on executive renewals, strategic account planning, and long-term growth. - Influence product direction by connecting enterprise needs, market signals, and executive priorities. - Define, evolve, and institutionalise global best practices, maturity models, and transformation frameworks. - Represent TheyDo externally through executive briefings, thought leadership, and industry forums. You operate with full autonomy across markets, verticals, and strategic accounts. You are trusted to make judgement calls, set direction, and lead without waiting for permission. ## **Who you’ll work with:** On the customer side, you partner with: - C-suite leaders across CX, Product, Operations, Transformation, and Digital. - Executive sponsors and enterprise steering committees. - Leaders accountable for multi-year, enterprise-wide change. ### **Internally, you work closely with:** - Customer Success and Sales leadership. - Product and go-to-market strategy teams. - Senior leaders shaping TheyDo’s category narrative. ## **The outcomes you own** Your success is measured by enterprise impact, not outputs: - Strong executive alignment around journey-led enterprise transformation. - Multi-year transformation commitments and strategic expansion programs. - Clear, credible enterprise ROI and value narratives. - Net Revenue Retention (NRR) growth in our most strategic accounts. - Visible market and category leadership for journey management. ## **What we’re looking for** ### **Experience and background:** - Extensive experience working directly with C-suite and executive leadership in large, complex organisations. - A proven track record leading or advising multi-year, enterprise-scale transformation programs. - Deep understanding of enterprise operating models, digital transformation, customer experience, or business transformation. - Experience positioning complex platforms, services, or practices as strategic infrastructure. - A background in senior consulting, strategy, transformation leadership, or an equivalent path. ### **Executive and strategic leadership:** - You influence at C-suite level and align diverse executive agendas with confidence. - You are comfortable operating in ambiguity and turning vision into action. - You bring strong executive presence, storytelling, and narrative-building skills. - You can operate independently across markets, industries, and strategic accounts. ### **Commercial and market acumen:** - You understand how enterprise value is created, sustained, and expanded over time. - You have experience driving multi-year expansions and Net Revenue Retention. - You can define and communicate enterprise ROI frameworks and long-term investment narratives. - You partner naturally with CS and Sales leaders on strategic account strategy. ### **Practice, product, and category leadership:** - You know how to define and scale global best practices and maturity models. - You have influenced product strategy or roadmap direction at an executive level. - You are comfortable representing a company externally, or ready to step into a visible thought leadership role. ### **How you work:** - You thrive with autonomy and enterprise-level accountability. - You enjoy high-complexity, long-horizon transformation work. - You think in systems and operate with a market-level perspective. - You communicate clearly and confidently with executive audiences, in writing and in person. ## **Why you shouldn’t apply** This role is not for everyone. - If you need clear playbooks, approval chains, or predefined success metrics. - If you prefer delivering recommendations over owning long-term outcomes. - If you are uncomfortable challenging senior executives or saying no when it matters. - If ambiguity drains you rather than energises you. But if you are excited by shaping how enterprises actually change, and by defining a category while doing it, you’ll feel at home here. # What we offer our permanent employees: **💰 Competitive compensation and pre-IPO equity** - we like to give our team members ownership with our stock package. When TheyDo succeeds, we all succeed! **🌍 Fully remote working with flexible hours** - we're staunch advocates for autonomy and flexibility. **🩺 Health Insurance benefit -** at TheyDo our team’s health and wellbeing are a priority. We include tailored support for every employee, regardless of location. **🌴 Flexible holiday days** – We love what we do and equally love taking a break. You'll have a minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during our annual company-wide winter shutdown in December. **🧠 Learning and Development budget** we encourage everyone to take ownership and invest in their growth and development, providing financial support to benefit you in your role and career. **🧘‍♂️Wellbeing budget -** nurture your mind and body. We’ll support you in looking after you, whether it's meditation, mindfulness, or a yoga/gym membership. **👪 Paid parental leave** - we'll ensure financial support and time off for you to bond with the newest little members of your family (6 months for the primary carer, and 6 weeks for the secondary carer - fully paid). We provide paid childcare leave when you need to take time out to help your little one recover. **👨‍💻Home office or co-working support** - choose your ideal workspace with our home office or co-working budget. Whether you prefer the comfort of your home office or the collaborative atmosphere of a co-working space, we've got you covered. **🗺️ Company events** - we regularly connect in-person to strategise, reflect or simply have fun. Our most recent company retreats were held in Spain, Portugal and France. **⚒️ Latest tech & tools** - MacBook Air or Pro, we want you to have the equipment that you’re most comfortable with. We use tools such as Gather, Slack, Notion, Loom, G:Suite and naturally TheyDo to work collaboratively and asynchronously. 🚀 Continuous growth of our benefits package as we continue to grow in size *To any recruitment agencies, we appreciate you would like to support us but we do not accept any unsolicited CVs or introductions.* **About TheyDo** *Our **core values** are the driving force behind every decision we make.* *We **‘Journey together’** along a path of collaboration and synchronization. In everything we do, we **‘Own it’**, never shying away from taking action or making decisions. Our **‘Cloaks off’** mentality ensures that transparency and integrity reign supreme.* We ‘***Simply to accelerate***', cutting through complexity to focus on what truly matters and moving forward with clarity and speed *Moreover, **‘Customer Fueled’** innovation is at the heart of our work, as we know that the success of our product is directly linked to how we involve our customers in the process.* TheyDo is an equal opportunities employer. Our customers are diverse, and we believe our organisation should be, too. We nurture an inclusive culture where everyone feels equally important, no matter their background or status. We will never discriminate on the grounds of gender, civil status, family status, sexual orientation, religion, age, disability, education, or race. Our commitment to building a diverse and inclusive TheyDo includes making reasonable adjustments to the interview process. If you need any adjustments, please reach out to your Talent Partner. If you are a woman or part of an underrepresented group, we encourage you to apply. Even if you don’t check every box — your skills and perspective could be just what we need to succeed. We value diversity and know you bring something unique to the table! #LI-Remote