Digital Journey & Orchestration Lead

Overview

Who we are

Toyota does not offer support or sponsorship of job applicants for employment-based visas or any other work authorization for this role now or in the future. You must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment (e.g. H-1B O-1 E-3 H-1B1 TN F-1 OPT F-1 STEM OPT F-1 CPT job flexibility benefits also known as I-140 or Adjustment of Status portability etc.) now or in the future. You should not apply for this role if you will require Toyota to assist with immigration support or sponsorship now or in the future.

Role Summary

As the Digital Journey & Orchestration Lead you will be responsible for designing implementing and optimizing end-to-end customer journeys across all digital touchpoints. This role is critical to our transformation bridging the gap between business strategy and technical execution. You will lead the selection and implementation of omnichannel journey orchestration tools manage the transition of email marketing and digital product capabilities from agency-led to in-house and drive continuous journey optimization to improve acquisition retention and lifetime value. You will leverage a proven track record of scaling lifecycle marketing programs across e-commerce retail and subscription to drive customer-centric growth.

Key Responsibilities

• Omnichannel Orchestration: Lead the selection implementation and scaling of omnichannel journey orchestration platforms (e.g. Adobe Journey Optimizer Salesforce Braze). Define journey entry/exit logic segmentation and suppression rules to prevent over-communication. Build and own testing roadmaps across content segmentation and send cadence to optimize communication performance.

• In-Housing & Agency Management: Partner with the Marketing and OneTech teams to evaluate current agency-led email marketing and digital production workflows. Define the roadmap to bring high-value capabilities in-house renegotiate agency scopes and establish new ways of working that prioritize institutional knowledge and agility. Direct agency and vendor relationships to ensure strategic alignment and optimize channel performance.

• MVP Campaign Execution: Lead the design and launch of multichannel journey MVPs including priority use cases such as PCO and Collision. Coordinate across CRM web app and dealer touchpoints to ensure cohesive data-driven customer experiences. Identify customer journey gaps and build integrated multi-channel strategies that accelerate funnel progression.

• Continuous Optimization: Build and maintain a journey performance dashboard. Use VOC and behavioral data to identify friction points prioritize a backlog of journey enhancements and refine orchestration logic to evolve with customer needs. Translate complex data into clear narratives for the Board and C-suite to drive business decisions.

• Cross-Functional Leadership: Act as a key stakeholder in the CX Council and IT Control Tower. Collaborate with Data Science Analytics and Legal/Privacy teams to ensure all orchestration efforts are compliant data-justified and aligned with enterprise OKRs. Mentor and develop CRM talent fostering a culture of analytical rigor and execution excellence.

• Talent & Capability Building: Mentor internal teams on digital product best practices journey mapping and the use of AI-enabled marketing intelligence tools. Lead comprehensive MarTech platform evaluations to modernize the tech stack and improve scalability.

What you bring

• Experience managing and optimizing end-to-end customer journeys within digital marketing marketing operations or customer experience environments with the ability to leverage customer data to drive measurable business results and revenue growth.
• Strong expertise in marketing technology ecosystems including Customer Data Platforms (CDPs) CRM platforms journey orchestration tools email marketing platforms SMS solutions analytics tools and digital asset management systems such as Adobe Experience Manager (AEM).
• Demonstrated ability to translate business objectives into actionable technical and operational requirements including evaluating technology solutions supporting build-versus-buy decisions and managing agency and vendor relationships.
• Strong analytical and data-driven mindset with the ability to synthesize complex data into actionable insights and recommendations; familiarity with AI-enabled marketing technologies and natural language processing (NLP) solutions is preferred.
• Proven ability to lead cross-functional initiatives and organizational change fostering collaboration accountability stakeholder alignment and continuous improvement across teams.

Added bonus if you have

• Masters Degree in Marketing or Relevant field

• Experience in automotive retail or large-scale multi-brand digital environments.

• Familiarity with Adobe Experience Manager and shared component libraries.

What Well Bring

During your interview process our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

• A work environment built on teamwork flexibility and respect
• Professional growth and development programs to help advance your career as well as tuition reimbursement
• Team Member Vehicle Purchase Discount
• Toyota Team Member Lease Vehicle Program (if applicable)
• Comprehensive health care and wellness plans for your entire family
• Toyota 401(k) Savings Plan featuring a company match as well as an annual retirement contribution from Toyota regardless of whether you contribute (if applicable)
• Paid holidays and paid time off
• Referral services related to prenatal services adoption childcare schools and more
• Tax Advantaged Accounts (Health Savings Account Health Care FSA Dependent Care FSA)

Belonging at Toyota

Our success begins and ends with our people. We embrace all perspectives and value unique human experiences. Respect for all is our North Star.

Applicants for our positions are considered without regard to race ethnicity national origin sex sexual orientation gender identity or expression age disability religion military or veteran status or any other characteristics protected by law.

Have a question need assistance with your application or do you require any special accommodations Please send an email to .