CRM & Retention Specialist (f/m/d)

Do we have your attention?

As our CRM & Retention Specialist (f/m/d) you will shape the strategic, technological, and operational development of our customer communication.

You will ensure that our customers receive personalized and relevant experiences across every stage of the customer lifecycle. Your focus will be on marketing automation, scalable CRM processes, seamless system integrations, and increasing Customer Lifetime Value through data-driven insights and outstanding content.

At the heart of this role is one guiding principle: "CRM is not a support function – it is the engine behind customer lifetime value and brand loyalty."

Your areas of responsibility Strategic Responsibility

Take full ownership of our CRM ecosystem, including email, SMS, WhatsApp, direct mail, inserts, and our Premium Club.

Develop and implement a long-term CRM and lifecycle marketing strategy focused on automation, customer loyalty, retention, and Customer Lifetime Value.

Manage CRM performance based on relevant KPIs such as Customer Lifetime Value, email and automation flow revenue, retention rate, NPS, and contribution margin.

Position CRM as a strategic business partner and growth driver across the company.

Continuously develop our loyalty program to increase customer retention, Customer Lifetime Value, and profitability.

Translate customer data and business objectives into actionable CRM initiatives.

Lifecycle & Automation

Design, optimize, and scale automated customer lifecycle journeys across acquisition, onboarding, engagement, retention, loyalty, and reactivation.

Expand AI-supported personalization, dynamic content, predictive segmentation, and automated CRM campaigns.

Identify and implement automation opportunities, such as automated loyalty tiering through Shopify and ESP integrations.

Continuously improve CRM workflows and processes to increase scalability, efficiency, and campaign quality.

Establish structured testing and optimization processes, including A/B testing and performance analysis.

Leadership & Team Development

Lead and develop the CRM team both professionally and personally.

Guide the team through transformation, growth, and the development of specialized roles such as CRM Specialist or Marketing Automation Manager.

Define an effective team setup that supports our long‑term CRM vision and business objectives.

Foster a collaborative learning culture with a strong focus on technical expertise, data‑driven decision‑making, and a digital mindset.

Set clear priorities, responsibilities, and performance expectations for the team.

Systems, Interfaces & Projects

Ensure the seamless integration of our CRM technology stack, including our ESP, Shopify, loyalty platform, WhatsApp, and other customer‑facing systems.

Work closely with Performance Marketing, IT, Content, Product, Customer Support, and other relevant departments.

Lead cross-functional projects related to customer journeys, CRM processes, data, and marketing technology.

Contribute to company‑wide roadmap and strategy discussions and actively shape the development of our customer experience.

Ensure that CRM processes, responsibilities, and system workflows are clearly documented and scalable.

Your profile

3–5 years of relevant professional experience in CRM, lifecycle marketing, email marketing, or marketing automation – ideally within D2C e‑commerce.

Initial leadership experience and the ability to guide a team through change, transformation, and growth.

Strong hands‑on experience with an email service provider or customer engagement platform such as Netcore, Klaviyo, Emarsys, or a comparable solution.

In‑depth understanding of marketing automation, customer segmentation, lifecycle journeys, personalization, and campaign optimization.

Experience with Shopify or a comparable e‑commerce platform, as well as CRM integrations and data flows.

Proven experience in optimizing processes and scaling CRM or lifecycle marketing activities.

An analytical mindset and strong Excel and data analysis skills for KPI evaluation, forecasting, and business cases.

Strong commercial understanding and the confidence to manage the full CRM value chain – from open and click rates to revenue, Customer Lifetime Value, and contribution margin.

A hands‑on and structured working style, combined with the ability to improve and document processes.

Excellent German and very good English skills; French is an advantage.

Enjoy our benefits

Attractive flexitime work model with home office option.

Two legendary annual company events with the whole Holzkern family - all inclusive

Regular team events with your team throughout the year.

State of the art technical equipment ( MacBook ).

Generous employee discounts for you and your loved ones.

Fresh fruits, coffee, tea, milk (also vegan and lactose free) in the office on site.

Healthy and balanced meals from …

#J-18808-Ljbffr