Senior CRM Manager

Role Overview

• Own the entire customer lifecycle: lead nurturing, onboarding, retention, after-sales, and reactivation
• with clear KPIs attached to each stage
• Drive churn prevention initiatives and loyalty programmes, using behavioural signals and customer health scores to act before customers disengage
• Build and execute an upsell strategy across verticals, identifying the right moment and right offer for each customer segment
• Move getolo decisively beyond email-first CRM and build competence and infrastructure for true omnichannel customer engagement
• Ensure channel mix is adapted to each market's customer behaviour and regulatory context (DE, FR, ES)
• Own the CRM tech stack roadmap and partner with Product and Data to unlock new channel capabilities
• Responsibility for top-line CRM metrics: CLV, retention rate, churn rate, and lifecycle conversion
• Develop a deep, data-driven understanding of the customer
• building segmentation models based on behavioural, demographic, and transactional data across the full journey
• Conduct A/B testing, track campaign performance, evaluate performance metrics, and optimise based on analytics and KPIs
• Proactively identify and introduce AI-powered tools and GPT-based workflows that improve the team's speed, quality, and personalisation capabilities
• Continuously monitor industry trends and competitors to spot new opportunities early.
• Apply growth hacking techniques and data-driven decision-making to maximise ROI
• Collaborate closely with Brand, Product, Data and local Country Managers
• Act as the voice of the customer lifecycle across Marketing, Product, Data, Customer Service, and Claims
• making CRM a company-wide concern, not a marketing silo
• Build the team's capabilities over time, contributing to hiring decisions as the squad scales

Requirements

• 5+ years in CRM, lifecycle marketing, or retention roles
• Proven ownership of retention KPIs (churn, CLV, LTV)
• Experience managing or mentoring team members
• Hands-on expertise with CRM/ESP platforms (e.g. Braze, Klaviyo, Salesforce Marketing Cloud)
• Strong data literacy
• comfortable in SQL or working closely with analysts
• Experience with A/B testing and iterative campaign optimisation
• Experience working with cross-functional teams: Brand, Product, Tech, Data
• Strong analytical skills and comfort with experimentation frameworks
• Growth mindset!
• English fluent, german / spanish / french a plus

Tech Stack

• Cloud
• SQL

Benefits

• Attractive fixed salary
• Start with 28 vacation days, with an increase every two years (capped at 30 days). Holidays on December 24th and 31st.
• Choose between a free Swapfiets bike, a BVG ticket (“Umweltticket”) or a “Deutschlandticket” subsidized by us
• Work hybrid
• from your home office or in our office in Berlin-Mitte
• Work abroad in the EU for up to 60 days
• Benefit from free coaching sessions with nilo.health, our mental health tool
• Test our products yourself! Choose between dentolo, petolo or vitolo
• Learning Budget starting from 750 € per year
• Regular (360 degree) feedback
• Legendary summer and winter parties
• Regular team events
• Many discounts on the corporate Benefits Platform
• Two Community Days per calendar year
• Pet friendly office