CRM Manager (German-Speaking) in Berlin

Описание:

FORMEL SKIN and VOY are building a digital health platform that provides personalised treatments in dermatology, weight management, and preventative care. The companies 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 end-to-end, 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
• Test messaging, timing, segmentation, incentives, channel mix, and journey logic to improve performance
• Analyse funnel and customer behaviour, campaign, cohort, and experiment performance; turn findings into recommendations and next steps
• Connect CRM performance to commercial outcomes, including conversion, retention, customer value, LTV, revenue, and incentive efficiency
• Prioritise CRM opportunities by 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
• Translate learnings into decisions about what to scale, stop, iterate, or investigate further
• Identify anomalies, performance gaps, and opportunities even when data is not perfectly packaged
• Identify opportunities to expand CRM across email, push, SMS, WhatsApp, and other relevant channels
• Evaluate channels and formats based on customer value, incremental impact, scalability, consent, and operational feasibility
• Develop scalable CRM programmes, personalisation frameworks, and lifecycle capabilities for different markets and customer segments
• Build and optimise campaign logic, audience segments, triggers, and personalised journeys in CRM platforms
• Ensure CRM programmes are correctly implemented, monitored, and maintained
• Own campaign QA and proactively identify and resolve issues across lifecycle areas
• Monitor deliverability, consent, DOI, tracking, errors, and other CRM hygiene metrics
• Ensure communications are accurate, compliant, consistent, and delivered as intended
• Work with Data and Tech to identify and resolve tracking, event, identity, and data‑quality issues
• Partner with Marketing, Product, Data, Tech, Brand, Copy, and Operations teams
• Translate CRM opportunities into clear requirements and drive projects forward with relevant stakeholders
• Challenge assumptions and bring a CRM and customer perspective to cross‑functional initiatives
• Influence priorities and decisions, including where there is no direct ownership
• Ensure customer communications are consistent across channels and aligned with the overall customer experience

Требования:

• 4+ Years of experience in CRM, lifecycle marketing, retention, customer marketing, or a related growth function
• 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 using 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, with the ability to form hypotheses, test, learn, and iterate
• Strong commercial judgement and ability to connect CRM activity to customer and business outcomes
• Excellent attention to detail and a strong sense of ownership
• Strong prioritisation skills and ability to balance opportunities by 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; German is 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 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 products
• Professional development budget
• Flexible working hours
• Remote work allowance