Digital Journey & Orchestration Lead

About the role

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for talented team members who want to Dream. Do. Grow. with us.

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.

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.