Rocksteady Music School
Customer Journey Manager
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Customer Journey Manager
Department
Marketing
Employment Type
Full Time
Location
Liphook (Office-Based)
Compensation
£40,000 - £48,000 / year
Description
Salary: £40,000-£48,000 depending on experience
Job Type: Full Time, permanent role
Location: Liphook, Hampshire
Rocksteady Music School is the UK’s largest rock and pop school. We teach fun and inclusive in-school band lessons to primary age children. Our mission is simple: to amplify children’s self-belief and remove barriers to music education. We’re currently in thousands of schools in the UK, teaching over 120K children every week, and recently launched in Australia – and we’re growing fast.
Our offices in Liphook and Birmingham are home to many of our central office teams. From there, we all play our part in supporting our band leaders to reach as many children as possible with their lessons. That’s what gets us out of bed in the morning!
We’re now looking for a Customer Journey Manager to join our Marketing team at our Liphook office to own the end-to-end customer experience. This role puts children and their grown ups at the heart of everything we do. You’ll own the communications infrastructure, journey logic, and performance insight that keeps parents informed, engaged, and retained at every stage of their Rocksteady journey.
You’ll be working closely with our communications, product engineering and customer experience team to make sure the right message lands with the right person at exactly the right moment, at scale.
As Customer Journey Manager you will:
- Own the end-to-end parent journey from first digital touchpoint to active, engaged subscriber - map, audit and continuously improve every stage of the parent experience from initial website visit and sign-up flow on our Backstage portal to app download, onboarding, and ongoing engagement. Identify drop-off points, friction and gaps, and work with the Head of Engagement Marketing to prioritise improvements that drive conversion and retention.
- Manage the parent communications infrastructure across automated and ad hoc channels - optimise the full suite of parent-facing communications including automated emails, operational comms touchpoints, portal timeline messages and SMS sequences covering progress updates, schedule notifications, concert reminders, operational updates and renewal comms. Ensure every communication is timely, personalised where possible, and adds genuine value to the parent experience rather than creating noise.
- Act as the parent and child advocate in digital product development - work closely with the Head of Engagement Marketing and external agency partners to ensure the parent app and any future digital products are designed around the needs and behaviours of Rocksteady parents, based on quantitative and qualitative insights. Contribute to scoping, reviewing UX, sense-checking content and build communications integration, and ensure the marketing and customer experience perspective is represented throughout the build process.
- Refine, develop and maintain the trigger-based communications logic that keeps parents informed at every key moment - working with the comms and product engineering teams to design and manage the event-driven communication flows that respond to changes in a child’s Rocksteady journey.
- Own the parent journey performance data and translate it into actionable insight - track and report on key journey metrics including sign-up conversion rates, app adoption, email engagement, churn signals and retention performance. Produce regular analysis for the Head of Engagement Marketing and wider team that identifies where the journey is performing well and where intervention is needed.
- Work closely with our Customer Service and School Experience teams to close the loop between parent communications and inbound query patterns across multiple platforms and systems - use Zendesk query data and trends to identify where proactive communications are failing or missing, feeding insight back into journey design and automation logic to reduce avoidable contact and improve the parent experience before issues arise.
- Develop segmented audience frameworks that enable more personalised, targeted communications at key touchpoints - work with the wider team to explore how AI tools can enhance personalisation, surface churn risk earlier, and improve retention outcomes.
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As Customer Journey Manager you’ll need:
- Strong experience in customer journey management, lifecycle marketing, or B2C CRM and retention roles.
- Proven experience designing and managing automated communications programmes (email, SMS, or push) ideally within a consumer-facing or subscription product environment.
- Experience mapping and improving customer journeys end-to-end, with a strong instinct for where friction lives and how to remove it.
- Comfortable working with trigger-based logic and event-driven communications, with a working understanding of how these integrate with digital products or platforms.
- Analytical and data-led - able to build and own performance reporting on journey and retention metrics, and translate data into clear recommendations.
- Collaborative by nature - has worked effectively with comms, product, engineering, and customer service teams to deliver joined-up customer experiences.
- Values-driven and motivated by the opportunity to contribute to a mission-led organisation.
- Passion for education and/or music a bonus!
We appreciate that previous experience does not always tell the full story so if you like the sound of this role, don’t rule yourself out if you feel you don’t tick all the boxes.
Benefits
- 35 hour working week
- 28 days holiday plus bank holidays
- Long service awards including an additional 4 weeks’ pay after 5 years
- Free onsite parking
- Personal development opportunities
- Comprehensive benefits package including discounts on everyday purchases, free 24/7 GP service.
- Enhanced maternity and paternity pay.
- Celebratory staff away-days, Christmas parties and social events.
- Opportunities to work with the Rocksteady Foundation, reaching children and young people in charities and support groups across the UK.
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Every once in a while, you get the chance to be part of something really special. When you join Rocksteady, you know immediately that you’ve found it. We might be growing fast but we pay special attention to protecting our unique working culture and ensuring everyone feels comfortable to be themselves at work. We look out for each other, welcome new colleagues as friends and stay true to our small-company roots; rolling up our sleeves if a job needs doing, solving problems together and, most importantly, always putting the children first. Likeminded people are joining us and we’re reaching more and more children with our lessons every week. We keep growing because we’re driven by our passion for the life-changing nature of music.
Join us and use your skills for good.
Your Passion. Their Future.
Additional Information
We are committed to safeguarding and promoting the welfare of all children and expect all our staff to share this commitment.
As this role involves regular work with children and young people, and meets the definition of regulated activity, it is exempt from the Rehabilitation of Offenders Act 1974. Under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 you must disclose all unprotected unspent and spent cautions and convictions. Further details on what convictions must be declared can be found in the Government’s Guidance on the Rehabilitation of Offenders Act 1974 and the Exceptions Order 1975. You can find out more about our policy on recruitment of ex-offenders here.
If you are offered this position, Rocksteady will ask you to complete an enhanced DBS check with a children’s barred list check.
It is an offence for an individual who has been barred from working with children to apply for regulated activity. Providing false information is also an offence and could result in the rejection of the applicant, summarily dismissal if selected, and possible referral to the police.
Rocksteady Music School is an equal opportunity employer. We are committed to the fair treatment of staff, potential staff, and of our services, regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical/mental disability, or offending background.
To find out more about Rocksteady, check out our website www.rocksteadymusicschool.com
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