Associate Director Marketing Lifecycle, CC outbound

Own the outbound call center channel strategy and performance for millions of former customers across all 17 international markets and all our brands. You will develop strategy for Call Center with high autonomy and agility, steering performance, managing budgets, and implementing strategies that unlock better customer experience while developing this channel into a prime source of customer sentiment insight and product improvement inspiration.

What you'll do

• Develop and implement annual strategic plans for Call Centre Outbound initiatives
• Manage the CC Outbound for the full customer lifecycle, from leads to reactivation
• Collaborate with CC Operations, cross-functional teams, local markets and international marketing leadership to align strategies with overall business goals
• Design and execute outbound communication campaigns, providing guidance on targeting, messaging, incentives and timing to maximize conversion rates
• Leverage data analysis to identify, test and evaluate impactful reactivation strategies and improvement opportunities
• Evaluate and implement CRM tools to enhance efficiency and effectiveness of outbound initiatives
• Work with L&D, Brand and local teams to enrich agent training and test personalized offers for customers
• Ensure all outbound communication activities comply with relevant regulations and internal expectations

What you'll need

• Experience in and a passion for delivering excellent and effective customer experiences (e.g., working in CRM/Lifecycle Marketing, campaign management, Product, etc.)
• Strong interpersonal skills with an ability to influence and motivate people at all levels within international environments and across a broad variety of job functions
• Strong ownership mentality and drive to deliver results, including experience with prioritizing for highest impact and managing trade-off decisions in a fast-paced environment
• Strong analytical skills and the ability to derive actionable insights from data
• Ideally hands-on experience working with or in Call Centres
• Ideally experience in Experimentation/Testing

What they offer

• Modern and comfortable working space in Berlin-Kreuzberg
• Flexible working hours including Work From Home/Work from Abroad/Sabbatical Policy with home office set up budget
• Development possibilities with internal trainings and yearly Learning & Development budget
• Discount for HelloFresh boxes and Convini products
• Well-being initiatives including Headspace, Spill, discounted fitness offers and yoga classes
• Childcare and company pension scheme benefit