CRM & Customer Experience Manager

Responsibilities

• Plan, create and optimize creative email and SMS campaigns across the entire customer journey
• Develop new automations and customer flows
• Analyze customer behavior and derive new ideas for CRM campaigns
• Own the quality of customer communications in collaboration with Customer Support
• Identify recurring customer issues and develop appropriate solutions
• Analyze metrics such as repurchase rate and customer satisfaction
• Work closely with Performance Marketing, Design, Content and Product Development

Requirements

• Experience in CRM, Customer Experience, Customer Success or Email Marketing – ideally in e-commerce or at a D2C brand
• Combination of analytical thinking and creativity
• Strong sense for modern design, aesthetics, branding and visual communication
• Good understanding of customer journeys
• Ideally experience with CRM tools such as Klaviyo and helpdesk solutions like Gorgias or Zendesk
• Organized, independent and pragmatic working style
• Enjoy improving processes, taking responsibility and using modern AI tools sensibly
• Very good German language skills; English skills are an advantage

Core Competencies

Demonstrates expertise in CRM and Email Marketing, with a strong focus on customer journey optimization and campaign analysis. Proficient in using CRM tools and modern AI technologies to enhance customer communication and satisfaction.

Tools & Technologies

• Klaviyo
• Gorgias
• Zendesk
• AI Tools

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