Head of Retention – E-commerce

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

📋 Description

• Oversee our CRM and Retention team both from a strategic and operational standpoint, evolving it into an autonomous unit.

• Take charge of the CRM and Retention strategy throughout the complete customer lifecycle, from onboarding to reactivation.

• Monitor critical business KPIs such as Customer Lifetime Value, repeat purchase rate, retention, churn, and revenue generated from existing customers.

• Examine cohorts and customer behavior, converting insights into tangible growth initiatives.

• Enhance automated customer journeys across email, SMS, WhatsApp, and other pertinent channels.

• Collaborate with Product, CRO, and Performance Marketing to prioritize initiatives that yield the most significant impact for both customers and the business.

⛳️ Requirements

• Several years of experience in CRM, Retention, or Lifecycle Marketing, preferably in a D2C, subscription, or consumer setting.

• Proven experience in leading a team both strategically and operationally.

• Profound knowledge of CLV, retention, churn, repeat purchase rates, cohorts, and LTV.

• A strategic mindset coupled with a genuine hands-on approach and a commitment to not just manage tasks, but to foster visible progress.

• Proficiency in German at C1 or C2 level.

• Strong English language skills.

• Must reside in Germany.

🏝️ Benefits

• 100% remote work available within Germany.