CRM Manager (German-Speaking)

Stellenbeschreibung:

Описание:

FORMEL SKIN and VOY are building a digital health platform that provides personalised treatments in dermatology, weight management, and preventative care. The companies combine medical expertise, technology, and customer-centric innovation to make evidence-based healthcare more accessible, convenient, and effective.

Задачи:

Own defined areas of the customer lifecycle end-to-end, from opportunity identification and strategy through journey design, execution, analysis, and optimisation
Build and optimise lead nurturing, funnel abandonment, onboarding, retention, reactivation, cross-sell, and other lifecycle journeys
Use behavioural, customer, source, and funnel data to identify opportunities and create meaningful segments and personalised experiences
Translate customer and business problems into actionable CRM initiatives and lifecycle programmes
Work cross-functionally to define priorities and shape the CRM roadmap
Identify and prioritise opportunities across acquisition, conversion, activation, retention, reactivation, cross-sell, and referral
Develop journeys for newsletter signups, funnel abandoners, returning leads, inactive users, existing customers, and other high-value audiences
Test messaging, timing, segmentation, incentives, channel mix, and journey logic to improve performance
Analyse funnel and customer behaviour, campaign, cohort, and experiment performance; turn findings into recommendations and next steps
Connect CRM performance to commercial outcomes, including conversion, retention, customer value, LTV, revenue, and incentive efficiency
Prioritise CRM opportunities by expected customer impact, commercial value, incremental potential, effort, and scalability
Establish and contribute to a structured test-and-learn approach across CRM
Design experiments with clear hypotheses, success metrics, and appropriate control groups where relevant
Evaluate incremental impact rather than relying solely on campaign‑attributed performance
Translate learnings into decisions about what to scale, stop, iterate, or investigate further
Identify anomalies, performance gaps, and opportunities even when data is not perfectly packaged
Identify opportunities to expand CRM across email, push, SMS, WhatsApp, and other relevant channels
Evaluate channels and formats based on customer value, incremental impact, scalability, consent, and operational feasibility
Develop scalable CRM programmes, personalisation frameworks, and lifecycle capabilities for different markets and customer segments
Build and optimise campaign logic, audience segments, triggers, and personalised journeys in CRM platforms
Ensure CRM programmes are correctly implemented, monitored, and maintained
Own campaign QA and proactively identify and resolve issues across lifecycle areas
Monitor deliverability, consent, DOI, tracking, errors, and other CRM hygiene metrics
Ensure communications are accurate, compliant, consistent, and delivered as intended
Work with Data and Tech to identify and resolve tracking, event, identity, and data‑quality issues
Partner with Marketing, Product, Data, Tech, Brand, Copy, and Operations teams
Translate CRM opportunities into clear requirements and drive projects forward with relevant stakeholders
Challenge assumptions and bring a CRM and customer perspective to cross‑functional initiatives
Influence priorities and decisions, including where there is no direct ownership
Ensure customer communications are consistent across channels and aligned with the overall customer experience

Требования:

4+ Years of experience in CRM, lifecycle marketing, retention, customer marketing, or a related growth function
Experience owning CRM initiatives end-to-end, from identifying an opportunity through strategy, execution, analysis, and optimisation
Strong understanding of customer lifecycle, funnel conversion, segmentation, retention, reactivation, and customer value
Hands‑on experience with CRM platforms such as Customer.io, Braze, Bloomreach, Iterable, Klaviyo, or similar
Strong analytical mindset and confidence using Looker, Excel/Sheets, or similar analytics platforms
Comfortable analysing funnels, cohorts, campaign attribution, customer behaviour, and experiment results
Solid understanding of experimentation, control groups, and incremental impact
Strong experimentation mindset, with the ability to form hypotheses, test, learn, and iterate
Strong commercial judgement and ability to connect CRM activity to customer and business outcomes
Excellent attention to detail and a strong sense of ownership
Strong prioritisation skills and ability to balance opportunities by impact, effort, and scalability
Strong cross‑functional communication skills and confidence working with Data, Product, Tech, Growth, Brand, and Operations
Fluent in English and German; German is required for roles involving German‑language customer communications
Experience working in an international startup, scale‑up, or fast‑paced environment
Basic HTML knowledge for email creation and QA
Будет плюсом: Experience with CRM channels beyond email, such as Push, SMS, WhatsApp, or other emerging channels; experience with CRM deliverability, GDPR, consent management, and double opt‑in processes; experience in a regulated or compliance‑sensitive environment, ideally healthcare; experience with referral, loyalty, or other CRM‑led growth initiatives; basic SQL knowledge; experience owning a CRM or lifecycle roadmap across multiple markets, products, or customer segments