Customer Journey & Lifecycle Specialist

If you are motivated by shaping the future customer experience through strategic lifecycle marketing, designing impactful customer journeys, and turning data and insights into personalized omnichannel programs for a global MedTech company, then this could be your next professional challenge. Success in this role requires strong stakeholder collaboration skills, proactivity and the ability to turn ambitious commercial objectives into actionable lifecycle initiatives.

The role

3Shape offers you the opportunity to become Customer Journey & Lifecycle Specialist in our Omnichannel & Lifecycle team within Global Marketing.

In this role, you will take the lead in defining and evolving the customer journey and lifecycle marketing strategy for our Lab segment. You will be responsible for identifying opportunities across the customer lifecycle, designing future-state journeys, and translating strategic ambitions into impactful omnichannel programs that drive engagement, adoption, retention, and commercial growth.

The role combines strategic ownership with hands-on execution. You will work closely with stakeholders across Marketing, Commercial, Data Analytics, and local markets to ensure that customer journeys are built on a solid understanding of customer needs, business objectives, and data-driven insights. Together with the team, you will turn lifecycle strategies into scalable, automated, and personalized customer experiences across channels.

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 the drivers for commercial success and delivering business value.

We are looking for a candidate who can take ownership of the strategic development, implementation, and optimization of customer journeys and lifecycle programs for our Lab customers.

The primary responsibilities in the role are:

• Define, develop, and continuously evolve customer journey and lifecycle marketing strategies across the customer lifecycle
• Map, visualize, and optimize customer journeys, ensuring a seamless and coherent experience across digital and human touchpoints
• Translate customer insights, business priorities, and commercial objectives into scalable lifecycle programs and customer experiences
• Develop, implement, and optimize end-to-end personalized omnichannel programs across onboarding, adoption, retention, and lead nurturing activities
• Build and maintain advanced audiences, triggers, personalization logic, and customer programs in our omnichannel platforms
• Develop and continuously optimize lead scoring models and nurture programs that convert marketing leads into qualified sales opportunities
• Specify, validate, and test customer and lead data required to support effective segmentation, personalization, and automation
• Drive A/B testing and experimentation, leveraging learnings to continuously improve customer engagement, conversion, and retention
• Analyze customer behaviour, lifecycle performance, and digital engagement patterns to identify new opportunities and optimize customer experiences
• Define requirements for omnichannel capabilities, reporting, and automation to support a scalable and future-proof marketing ecosystem
• Establish strong stakeholder collaboration across Global Marketing, Commercial teams, Data Analytics, Group IT, and local markets to ensure alignment and successful execution
• Contribute to the continued development of omnichannel journeys and personalization capabilities across additional customer segments.

Ideal profile

For this role, we are looking for someone who is equally comfortable thinking strategically and executing operationally. You excel in understanding customer needs, identifying opportunities throughout the customer lifecycle, and translating these insights into meaningful customer experiences that support business growth. You are capable of taking a step back to define the overall journey strategy while also being hands-on in building, testing, and optimizing the programs that bring the strategy to life.

You possess strong analytical skills and are experienced in transforming complex data and business insights into actionable lifecycle initiatives. You understand how customer data, segmentation, automation, and personalization work together in a modern omnichannel setup and have a genuine curiosity for how new technologies can further improve customer experiences. It is a requirement that you have hands-on experience working in marketing automation and omnichannel tools.

As a person, you are proactive, structured, and commercially minded. You thrive in a dynamic environment with multiple stakeholders and are comfortable navigating changing priorities. You build relationships easily and enjoy collaborating across functions and cultures to create solutions that deliver measurable value. Your diligent and structured ways of working ensure that everything you do – from designing journeys, creating audiences, development and documentation of lifecycle programs, specification of data and integration requirements - are thoroughly tested and verified before handing over or launched.

We expect that you have:

• A bachelor's or master's degree in Marketing, Business, or a related field, or equivalent experience
• Experience in developing customer journey strategies and lifecycle marketing programs
• Strong analytical skills and the ability to turn insights into actionable customer engagement initiatives
• Experience working hands-on with marketing automation and omnichannel orchestration, customer data, audiences, and channel activation
• Experience with lead scoring, nurture programs, audience development, and personalization strategies
• A strong understanding of customer data, data models, and technical requirements supporting modern marketing automation
• Proven ability to monitor, analyze, and optimize lifecycle program performance across channels for reporting and leveraging data and insights to continuously improve customer engagement, conversion, and business results
• Excellent stakeholder management and communication skills
• A commercial mindset with a strong focus on business impact

What 3shape offers:

• A vibrant and international environment with social, diverse, and highly skilled and cooperative colleagues - we are more than 40 nationalities in our DK based office
• An attractive healthcare package to keep you fit and well.
• Breakfast every day, and delicious and healthy lunch cooked by our private chefs.
• We provide a great social work environment with many optional activities and social clubs, ranging from wine & beer, board games, running to bicycle clubs.
• Good work/life balance e.g., an office-first policy with up to 1 day of working from home per week.
• Attractive offices and R&D lab spaces in downtown Copenhagen close to Kgs. Nytorv, Nyhavn, and the Copenhagen Canals.
• Purpose: Help improve dental patients on a global scale.

We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.