Core Responsibilities

1.1 Communication Automation Architecture, Wireframing and Frameworks

Journeys must be designed on paper before they are built in a tool. An automation stack assembled campaign by campaign becomes unmaintainable within a year, and nobody can then answer why a contact received a particular message. This role owns the design discipline that prevents that.

■ Own the master communication architecture — a single, current map of every automated touchpoint across every channel and lifecycle stage, showing what triggers it, who enters and exits, what it depends on and who owns it. This map is the reference document for the whole

programme and is expected to be accurate at all times.

■ Wireframe before building. Every journey is specified first as a flow diagram covering the trigger and entry condition, the audience definition, each message with its objective and channel, wait states, branch and merge logic, exit criteria, suppression rules, failure paths and holdout allocation. The wireframe is reviewed and approved before any configuration begins.





■ Build reusable frameworks rather than one-off journeys. Establish standard patterns — a nurture framework, a drop-off recovery framework, a reactivation framework, a document- pendency chase framework — so a current intake, course or geography is launched by configuring an existing pattern in days rather than designing a new journey from scratch.

■ Map dependencies and collisions. Define precedence between overlapping journeys so a contact eligible for three sequences receives a coherent experience rather than three competing ones, and document which journeys may run concurrently and which must suppress others.

■ Design a message architecture, not a message list. Maintain an inventory of every message with its objective, channel rationale, position in sequence and the template or DLT approval it depends on, so that a template rejection or a channel outage has a known blast radius.

■ Set and enforce st

📌 Retention Manager (Bengaluru)
🏢 21K School
📍 Bengaluru