Retention Lead – CRM

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

📋 Description

• Take ownership of the CRM and retention strategy throughout the entire customer lifecycle, from onboarding to reactivation.

• Propel key business KPIs, including Customer Lifetime Value, repeat purchase rate, retention, churn, and revenue from existing customers.

• Examine customer cohorts and behaviors, converting insights into actionable growth initiatives.

• Enhance automated customer journeys across various channels such as email, SMS, WhatsApp, and others as necessary.

• Collaborate with Product, CRO, and Performance Marketing to prioritize initiatives based on their impact on customers and the business.

• Manage the CRM team and assume accountability for retention as a vital growth driver.

⛳️ Requirements

• Multiple years of experience in CRM, retention, or lifecycle marketing, preferably within a D2C, subscription, or consumer-focused environment.

• Significant e-commerce experience; a background in e-commerce is essential for this role.

• Comprehensive understanding of relevant business models, customer journeys, and growth drivers.

• Proven ability to offer both functional and disciplinary leadership to a team.

• In-depth knowledge of CLV, retention, churn, repeat purchase rates, cohorts, and LTV.

• Strategic thinker with a proactive, hands-on approach.

• Proficient in German at C1 or C2 level.

• Good proficiency in English.

• Must be based in Germany.

🏝️ Benefits

• Permanent employment contract

• 100% remote work opportunity within Germany