CRM manager in digital healthcare in Berlin

Описание:

At FORMEL SKIN, part of the VOY family, we're redefining how people access healthcare. Together, we're building one of Europe's leading digital health platforms, helping millions of people improve their health through personalised treatments across dermatology, weight management, and preventative care. Backed by some of Europe's leading health and consumer investors, FORMEL SKIN and VOY combine medical expertise, technology, and customer-centric innovation to make evidence-based healthcare more accessible, convenient, and effective.

Задачи:

Own defined areas of the customer lifecycle from opportunity identification and strategy through journey design, execution, analysis, and optimisation. Build and optimise lead nurturing, funnel abandonment, onboarding, retention, reactivation, cross-sell, and other lifecycle journeys. Use behavioural, customer, source, and funnel data to identify opportunities and create meaningful segments and personalised experiences. Translate customer and business problems into actionable CRM initiatives and lifecycle programmes. Work cross-functionally to define priorities and shape the CRM roadmap. Identify and prioritise opportunities across acquisition, conversion, activation, retention, reactivation, cross-sell, and referral. Develop journeys for newsletter signups, funnel abandoners, returning leads, inactive users, existing customers, and other high-value audiences. Continuously test messaging, timing, segmentation, incentives, channel mix, and journey logic to improve performance. Analyse funnel and customer behaviour to understand not only what is happening, but why. Connect CRM performance to commercial outcomes including conversion, retention, customer value, LTV, revenue, and incentive efficiency. Prioritise CRM opportunities based on expected customer impact, commercial value, incremental potential, effort, and scalability. Establish and contribute to a structured test-and-learn approach across CRM. Design experiments with clear hypotheses, success metrics, and appropriate control groups where relevant. Evaluate incremental impact rather than relying solely on campaign-attributed performance. Analyse campaign, funnel, cohort, and experiment performance and turn results into clear recommendations and next steps. Translate learnings into decisions about what to scale, stop, iterate, or investigate further. Proactively identify anomalies, performance gaps, and opportunities even when the data is not yet perfectly packaged. Identify opportunities to expand CRM across channels including email, push, SMS, WhatsApp, and other relevant channels. Evaluate new channels and formats based on customer value, incremental impact, scalability, consent, and operational feasibility. Develop scalable CRM programmes, personalisation frameworks, and lifecycle capabilities that can be applied across markets and customer segments. Build and optimise complex campaign logic, audience segments, triggers, and personalised journeys in CRM platforms such as Customer.io, Braze, Bloomreach, or similar tools. Ensure CRM programmes are correctly implemented, monitored, and maintained. Own campaign QA and proactively identify and resolve issues across your lifecycle areas. Monitor deliverability, consent, DOI, tracking, errors, and other CRM hygiene metrics. Ensure communications are accurate, compliant, consistent, and delivered as intended.

Требования:

4+ years of experience in CRM, lifecycle marketing, retention, customer marketing, or a related growth function, ideally in subscription, eCommerce, marketplace, or other high-growth environments. Proven experience owning CRM initiatives end-to-end, from identifying an opportunity through strategy, execution, analysis, and optimisation. Strong understanding of customer lifecycle, funnel conversion, segmentation, retention, reactivation, and customer value. Hands-on experience with CRM platforms such as Customer.io, Braze, Bloomreach, Iterable, Klaviyo, or similar. Strong analytical mindset and confidence working with tools such as Looker, Excel/Sheets, or similar analytics platforms. Comfortable analysing funnels, cohorts, campaign attribution, customer behaviour, and experiment results. Solid understanding of experimentation, control groups, and incremental impact. Strong experimentation mindset: you naturally form hypotheses, test them, learn, and iterate. Strong commercial judgement and an ability to connect CRM activity to meaningful customer and business outcomes. Excellent attention to detail and a strong sense of ownership — you notice what is broken and proactively fix it. Strong prioritisation skills and the ability to balance competing opportunities based on impact, effort, and scalability. Strong cross-functional communication skills and confidence working with Data, Product, Tech, Growth, Brand, and Operations. Fluent in English and German, with German required for roles involving German-language customer communications. Experience working in an international startup, scale-up, or fast-paced environment. Basic HTML knowledge for email creation and QA. Будет плюсом: Experience with CRM channels beyond email, such as Push, SMS, WhatsApp, or other emerging channels; Experience with CRM deliverability, GDPR, consent management, and double opt-in processes; Experience working in a regulated or compliance-sensitive environment, ideally healthcare; Experience with referral, loyalty, or other CRM-led growth initiatives; Basic SQL knowledge; Experience owning a CRM or lifecycle roadmap across multiple markets, products, or customer segments

Условия:

• 28 days vacation
• NAVIT or Urban Sports Club membership
• employee discounts on our products
• a professional development budget
• flexible working hours
• remote work allowance

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