Head of CRM – E-Commerce

This is a fully remote position, open to applicants in Germany.

📋 Description

• Take charge of the CRM and Retention Marketing function, transforming it into a measurable and scalable growth avenue.

• Formulate a comprehensive CRM strategy that spans the entire customer lifecycle.

• Enhance repeat purchases, increase purchase frequency, elevate Customer Lifetime Value, and generate profitable revenue.

• Manage email communications and automated customer journeys from start to finish.

• Create and refine journeys for welcome messages, post-purchase follow-ups, cross-selling, reactivation, product launches, abandoned checkouts, and win-back efforts.

• Segment customers based on purchasing behaviors, product interests, activity levels, engagement, and overall customer value.

• Experiment with subject lines, offers, sending times, frequencies, content, layouts, and customer journeys.

• Evaluate conversion rates, revenue per recipient, repeat purchases, profitability, and incremental contribution margins.

• Track deliverability, engagement metrics, unsubscribe rates, and list health.

• Utilize customer data to pinpoint retention factors and purchase motivators.

• Collaborate with teams in Data, Marketing, Product, Content, and Design.

• Create CRM playbooks and tailor automations, segments, newsletters, and flows for international markets.

• Establish priorities, foster team development, and streamline campaign processes.

• Oversee Klaviyo campaigns, manage audiences, segments, templates, scheduling, quality checks, reporting, and troubleshooting.

⛳️ Requirements

• Several years of experience in CRM or email marketing within D2C or e-commerce environments.

• In-depth hands-on experience with Klaviyo, covering campaigns, segments, automated flows, and data analysis.

• Demonstrated, quantifiable improvements in email conversion rates, newsletter revenue, and repeat purchase metrics.

• Strong commercial acumen and editorial judgment.

• Solid grasp of deliverability, list hygiene, engagement management, and optimal sending frequency.

• Excellent analytical skills in campaign reporting, customer cohorts, attribution, and contribution margins.

• Methodical testing approach utilizing hypotheses, result assessments, and scaling successful enhancements.

• Leadership experience coupled with a proactive, hands-on approach.

• Proficiency in English as stated in the job posting.

🏝️ Benefits

• Fully remote work opportunity.

• Complete ownership of CRM and retention initiatives.

• Chance to shape the team and choose the appropriate tools.

• Opportunities for personal and professional growth.

• Complimentary Pammys shoes: one pair per launch.