Journey Manager (Beauty Client)

Comms/Strategic Planning London, England


Position at Wavemaker

L’Oréal is one our largest and most prestigious accounts; they are the world’s largest cosmetics company with ambitious targets. They are extremely passionate about their business, they live and breathe L’Oréal and want their agency partners to mirror this passion.

Innovation sits at the heart of their business and is expected from their media agency.  Great executional ideas backed by clear consumer insight and rigorous measurement capabilities are sought after.  They want to be pushed to try new things.

The account is split into two teams; Consumer Product Division (CPD) and Luxury. The L’Oréal hub benefits from a dedicated team with cross channel specialities and skill sets; this complies of Journey design, Journey delivery and activation. Our combined ambition is to make L’Oréal one of the most coveted accounts in the whole industry.

The CPD team will work across multiple categories such as Haircare, Skincare and cosmetics –consisting of a wide variety of renowned and award-winning beauty brands. As a team, we are a close group who all work together to achieve the best results for our clients. Our clients are demanding but fair, and at the top of their game and looking for their agency team to work in partnership with them. We are all truly passionate about the brands we work on, their heritage and products and are looking for someone who will feel the same.

Role context:

The Journey Maker sits within our Journey Delivery function, and helps ensure that every step taken throughout the Purchase Journey on behalf of the client by the Wavemaker team is maximized for effectiveness and efficiency. Within this role you will get to experience and learn a broad set of skills across both Journey Design and Journey Activation functions. You will learn to become the glue between these two.

The Journey Maker’s role can broadly be split into two key areas of responsibility:

Firstly, you will work with the Senior Journey Maker to ensure operational excellence across the client’s business. This means efficiently working with the Journey Design and Journey Activation teams to create and sustain excellent ways of working within the team. You will support the Senior Journey Maker to ensure that everyone internally involved in deploying the approved Journey Design, knows what needs to be done, by when, and to what budget, providing regular status reports and contact reports to clients, and managing budgeting and finance on behalf of the team.

Secondly, you will be the externally facing contact at a junior level, leaning in to both equivalent-level clients (e.g. brand managers) and their other partners (creative agencies, tech partners etc.), maintaining efficient workings of the account to ensure all relevant details are reported, shared, and explained.

Where appropriate, you may also be required to support the Senior Journey Maker in training and developing any Journey Executives in the team.

Core Responsibilities:

Operational excellence:

  • Work closely with Journey Designers and Journey Activation to ensure the day to day is run efficiently and effectively
  • Monitor the process of deploying the Purchase Journey from the point at which the investment is signed off by the client, and it is briefed to Journey Activation by Journey Design for buying and optimization
  • Liaise with agency partners to ensure they are fully aware of activities and have all the detail needed to fulfill their role e.g. most up to date Journey plan details, creative specs etc
  • Collaborate openly and effectively with all other functions within the integrated client team to ensure that the Purchase Journey is deployed perfectly, by everyone involved
  • Ensure financial management processes are excellent at all times – check POs and maintain an accurate PO tracker, ensure payments are made by clients on time, reconcile any billing issues, etc.
  • Create and manage timing plans, project plans, status reports etc. where needed to ensure effective management of activities
  • Report on holistic campaign performance (detailed in-channel reporting is the responsibility of Journey Activation) to the client whilst campaigns are in market, ensuring campaigns are being delivered in line with the agreed Journey Design

Client and Agency Partner liaison – The ideal candidate will have the following experience with a proven past record in a similar role:

  • Build strong client relationships at the appropriate level
  • Be the first point of contact for activity in market, with accurate and detailed knowledge of the real time status of activity, liaising closely with Journey Activation
  • Know when to loop back in with Journey Design, where clients require a measurable change to the agreed Journey Design (e.g. budget change, significant amendment to timing/phasing, audience change etc.)
  • Man-mark appropriate level clients and adeptly learn their business and ways of working
  • Develop confidence in discussing and managing all potential comms touchpoints across the purchase journey, whether media, content, data or technology
  • Able to articulate to clients the key deliverables around their campaigns when they require it
  • Understand specific Journey KPIs and be able to articulate the status against them
  • Meet regularly with media owners, data suppliers, tech and analytics partners, creative agencies and other client/agency stakeholders etc. to build knowledge and understanding of how purchase journey solutions can be enhanced for clients

Desired behaviors:

  • Passionate: Demonstrate real enthusiasm for understanding clients’ businesses and developing effective and innovative media solutions
  • Collaborative: Develop the best possible working relationships internally with other Maxus teams and externally with media owners and agency partners; understand that the best ideas come from working together.
  • High motivated: Approach tasks and meetings with a can-do attitude, ensuring that all deliverables are in place. Understand that you are the back bone to your clients plans, ensuring excellent delivery across all journey’s.
  • Agile: Be quick thinking and responsive to the changing media marketplace; understand that the best solution to a client brief yesterday isn’t necessarily the best solution today

We are an equal opportunities employer. All GroupM agencies are equal opportunities employers and welcome applications from all suitably qualified persons regardless of their race, gender identity, disability, culture/religion/belief, sexual orientation or age.