Senior CRM Manager

About the role

As Senior CRM Manager (m/f/d), you will take end-to-end ownership of a specific, high-value customer lifecycle segment. Your strategic initiatives will be directly connected to key business metrics, including customer base growth, churn reduction and revenue uplift from reactivation efforts.

What you'll do

• Develop and execute a comprehensive, multi-channel CRM strategy across the entire customer lifecycle, from onboarding and activation to engagement, retention, and reactivation.
• Own the operational management of our lifecycle segments and communication flows, using channels like email, push notifications, and in-app messages to deliver the right message at the right time.
• Dive deep into data to uncover insights about customer behavior, identify key segments, and measure the impact of your initiatives on core business KPIs like LTV, retention, and churn.
• Manage and optimize our CRM tech stack, ensuring we are leveraging our tools to their full potential to create personalized and automated customer journeys.
• Exceptional stakeholder management skills and the ability to communicate effectively and collaborate with both technical and non-technical partners.

What you'll need

• 5+ years of experience in CRM management, preferably within the e-commerce, retail, subscriptions or grocery delivery industry
• Proven track record of developing and executing successful CRM strategies and lifecycle management
• Strong analytical skills and proficiency in data analysis tools (e.g., SQL, Excel, BigQuery, GSheets, Looker)
• Excellent understanding of customer segmentation, lifecycle marketing, and personalization
• Experience with CRM platforms such as Braze, Iterable, Customer.io, Segment, or similar
• Excellent communication, leadership, and interpersonal skills

What they offer

• €1000 annual L&D budget and individual coaching options
• 26 days vacation, +1 day per year up to 30 days
• 35 EUR/month mobility budget for Deutschland Ticket
• Attractive company pension options
• Unlimited access to MyAcademy e-learning platform, including online German courses
• Modern, dog-friendly office in the heart of Berlin