Omnichannel Orchestration Lead

If you are passionate about transforming customer data, behavioral signals, and business priorities into connected, personalized customer experiences, this could be your next professional challenge. As Omnichannel Orchestration Lead, you will own the orchestration layer across channels, establishing the foundation for journey design, audience segmentation, decisioning logic, and personalization at scale through, while connecting Marketing, IT, and the wider business. About the role In 3Shape, we are looking for our new colleague to be the Omnichannel Orchestration Lead in our Omnichannel & Lifecycle team within Global Marketing. In this role, you will take a central role in shaping how we orchestrate and personalize customer experiences across channels at scale. You will own the business operation and continuous optimization of our omnichannel orchestration capabilities, establishing the foundations that enable scalable customer engagement, including journey orchestration frameworks, decisioning logic, audience frameworks, and personalization capabilities. You will work at the intersection of Marketing, Commercial, Data and IT, acting as the business lead and super user for our orchestration capabilities. You will translate business needs into functional requirements, drive adoption and best practices across the organization, and partner closely with IT to continuously evolve the capabilities and solutions that enable our omnichannel ambitions. The role gives you a unique opportunity to combine strategic influence with hands-on orchestration and optimization, helping build and evolve the capabilities, frameworks, and ways of working that enable teams to turn customer data and technology into connected, relevant experiences that drive engagement and commercial growth. As our new colleague, you will be owning the business operation, development, and optimization of our omnichannel orchestration and personalization capabilities, turning customer data and commercial priorities into connected and personalized customer experiences at scale. 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 key to delivering stronger customer experiences and measurable business value. The primary responsibilities are:

• Continuously evolve the technical foundation for omnichannel engagement including decisioning logic, triggers, and personalization rules across channels, and ensure their scalable implementation, optimization, and governance within the orchestration engine.
• Define and govern audience and segmentation frameworks to enable scalable and consistent customer activation
• Act as the business lead and super user for the omnichannel orchestration platform, driving adoption, optimization, and best practices
• Establish omnichannel governance and ways of working, ensuring global consistency while enabling regional execution
• Translate business needs into functional requirements for data, integrations, automation, reporting, and platform capabilities
• Partner closely with IT on solution design, development, testing, and implementation, acting as the bridge between Marketing and IT
• Define and prioritize the omnichannel capability roadmap and continuously strengthening the foundations that enable improved customer experiences and commercial performance.

Role and ideal profile: You combine strategic thinking with hands-on experience building and optimizing the capabilities that enable omnichannel orchestration and personalization at scale. You understand how customer data, segmentation, automation, and decisioning create connected customer experiences and can translate business needs into scalable solutions. You have hands-on experience with marketing automation, CRM, CDP, or omnichannel platforms and effectively bridge Marketing, Commercial, Data, and IT. While not deeply technical, you have experience shaping and evolving omnichannel and MarTech capabilities to drive customer engagement and business value. As a person you are proactive, structured, collaborative, and commercially minded, with strong stakeholder management skills and a focus on governance, testing, and continuous optimization. We expect that you have:

• 5+ years of experience within marketing technology, marketing automation, CRM, CDP, personalization, customer journey orchestration or a related field including experience working with MarTech ecosystems and integrations from a business or super-user perspective.
• Strong understanding of customer journey orchestration, segmentation, decisioning, personalization and customer data activation, having proven experience translating business needs into functional requirements, orchestration logic and scalable operational processes. Familiarity with platforms such as CRM, CDP, MA platform, Databricks and Azure is an advantage, but advanced technical expertise is not required.
• Experience evaluating and translating emerging AI capabilities into practical use cases, business requirements and roadmap priorities across omnichannel orchestration.
• Ability to translate omnichannel strategy into a prioritized capability and development roadmap together with Marketing and IT.
• Strong understanding of how customer data can be used to create relevant, coherent and personalized experiences across channels.
• Experience establishing governance, standards and ways of working across global and regional teams.
• Strong stakeholder management skills and the ability to work effectively across Marketing, IT, commercial teams and regions.
• A commercially minded, structured and proactive profile who can connect business objectives, customer journeys, data and technology.

What 3Shape offers

• A vibrant and international environment with social, diverse, and highly skilled and collaborative colleagues - we are more than 20 nationalities in our DK-based office from all different backgrounds
• 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.
• Attractive offices and R&D lab spaces in downtown Copenhagen close to Kgs. Nytorv, Nyhavn, and the Copenhagen Canals.
• Our purpose: We empower dental professionals to provide superior care for every patient, every time

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.