Head of C2B Customer Journey – CRO & CRM

As Head of C2B Customer Journey, you will bring together CRM and Conversion Optimisation under one strategic direction. You will lead established teams, strengthen our experimentation culture and ensure that customer insights are translated into measurable business impact.

What you'll do

• Lead and develop the CRO and C2B CRM, managing 1 Team Lead and approximately 6 direct reports. Foster a high-performance culture driven by data and continuous experimentation.
• Define the vision and quarterly roadmap for the C2B customer journey, balancing short-term conversion opportunities with long-term strategic initiatives.
• Own C2B funnel KPIs from visit to sale; build and lead a high-velocity, statistically rigorous A/B testing pipeline.
• Integrate AI agents into the team, defining protocols for trust, human oversight, and QA.
• Serve as the primary interface between Marketing, Product, and Engineering to accelerate improvements. Align with Pricing, Acquisition, and Operations to optimize the end-to-end experience.
• Create a holistic understanding of the C2B customer by synthesizing behavioral, CRM, and research data to provide actionable insights for all stakeholders.

What you'll need

• Proven experience in leading CRO, CRM, and lifecycle marketing strategies to drive conversion in high-consideration marketplace environments.
• Track record of building high-velocity, statistically rigorous A/B testing and experimentation programs that deliver measurable business impact.
• Skilled in data-driven optimization using tools like SQL and Tableau to identify funnel opportunities and define growth hypotheses.
• Expertise in collaborating with Product and Engineering teams to accelerate the implementation of customer journey improvements.
• Experienced in managing mixed teams and influencing cross-functional stakeholders (Tech, Pricing, Operations) to achieve strategic objectives.
• A structured, hands-on approach to translating business goals into actionable roadmaps while maintaining fluency in English and other European languages.
• Experience using AI agents to increase a team's output, combined with the judgement to tell a credible agent result from a plausible-looking wrong one, and to define where automation ends and human sign-off begins.

Nice to have

• Experience in the automotive industry, classifieds or another high-consideration marketplace.
• Technical understanding of web development, CRM platforms and product delivery processes.
• Experience optimising a customer journey from initial acquisition through lead generation, pricing, booking and completed purchase.

What they offer

• Hybrid working options with flexible hours and 30 days of vacation.
• Educational budget to support your personal and professional growth.
• Fast-paced environment with opportunity to shape a strategically important customer journey and make direct impact on business performance.
• Truly international and diverse working environment with more than 90 nationalities.