Team Lead, CRM & Retention

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

📋 Description

• Lead the CRM team, supervising three direct reports.

• Oversee CRM initiatives, retention strategies, the loyalty program, and community management for the Facebook community.

• Enhance the CRM and lifecycle strategy, planning and executing the CRM roadmap.

• Manage CRM revenue and assess performance based on metrics such as repeat purchase rate, revenue per recipient, cohort development, customer lifetime value (CLV), and unsubscribe rate.

• Design, construct, and optimize automated Klaviyo flows, covering welcome messages, post-purchase communications, replenishment, cross-selling/upselling, and win-back strategies.

• Create detailed segmentation based on lifecycle stage, purchasing behavior, and product affinity.

• Tailor content and offers to enhance the customer journey.

• Plan and execute newsletters and campaigns in Klaviyo in collaboration with the Brand & Content teams.

• Utilize AI tools such as Claude for copywriting, briefs, and campaign production.

• Conduct structured A/B testing and cohort analyses.

• Automate reporting and recurring CRM processes.

• Maintain a clean, GDPR-compliant data infrastructure.

• Further develop the loyalty program and enhance the Facebook community.

• Share insights with Brand, Product, and Growth teams.

• Provide professional and disciplinary growth for the CRM team.

⛳️ Requirements

• Several years of practical experience in CRM, lifecycle, or retention marketing within D2C e-commerce.

• Extensive expertise in Klaviyo, encompassing complex flows, segmentation, templates, and testing methodologies.

• Demonstrated success in boosting repeat purchase rates, CLV, and CRM revenue share, backed by measurable outcomes.

• Experience in leading a CRM team while remaining actively involved in operational tasks.

• Background in D2C e-commerce, preferably with a beauty brand or similar sectors such as supplements or health products.

• Knowledge of revenue per recipient, CLV, and contribution margin is essential.

• Proficient in Shopify integrations.

• Solid understanding of GDPR and data privacy regulations.

• Comfortable using AI tools like Claude in CRM operations.

• Excellent proficiency in both German and English.

• Experience with loyalty programs and community management is a plus.

• Strong copywriting abilities are advantageous.

• Willingness to make independent decisions and take ownership of tasks.

🏝️ Benefits

• Fully remote work within Germany, with an optional office located in Berlin.

• Flexible working hours.

• Deutschlandticket.

• Membership at Urban Sports Club.

• Ownership of projects and significant opportunity to influence the role.

• Opportunities for workations.

• Personal and professional development opportunities.

• Annual budget for professional development.

• Regular team events held in Berlin.

• Comprehensive home office equipment provided.

• Flat hierarchies, rapid decision-making, and true teamwork culture.