Senior CRM Strategy Manager - Reactivations (all genders)

Senior Audience Manager for Reactivations – Are you passionate about re‑engaging customers and driving growth through personalized marketing? In this role you will design customer journeys that nurture and rebuild relationships with cancelled customers globally, account for reactivation results, and contribute to Customer Lifetime Value (CLV). You will also help shape the overarching reactivation strategy and collaborate with Creative, Marketing Analytics, CRM Operations, Pricing & Discounts, and Brand teams.

What You’ll Do

• Customer Journey Ownership: Focus on reestablishing a relationship with cancelled customers, using personalized and data‑driven approaches to create tailored end‑to‑end customer journeys.
• Communication Strategy: Develop detailed communication strategies for different segments, including channel definition, message timing, and creative direction. Channels include Email, Push Notifications, SMS, Direct Mail and Call Centre Outbound.
• Managing Market Performance: Own a defined set of markets and be accountable for reaching Business Plan targets across Conversion, spend, and CVA. Monitor performance, identify gaps, and plan incremental initiatives to achieve targets.
• Performance Optimization: Track and optimize key KPIs such as Click‑Through Rates, Conversion Rates, and overall profitability. Use data insights to continuously refine the effectiveness of customer journeys with a focus on driving incremental reactivations and CLV.
• A/B Testing: Design and execute A/B testing strategies to refine messaging, timing, and offers, continuously improving performance metrics.
• Collaboration: Work closely with Creative, Product Marketing, Marketing Analytics, CRM Operations and local teams to align strategies, measure performance, and develop creative materials tailored to the customer.
• Creative Oversight: Partner with the Creative team to ensure all communication touchpoints deliver product value and resonate with the target audience.
• Innovation: Drive and collaborate with teams exploring Automations, Machine Learning and AI applications. Share insights to help identify areas where these tools can improve efficiency and personalization.

What You’ll Bring

• Proven Experience: 5+ years in a marketing role focused on CRM, lifecycle marketing, customer journey design or audience segmentation, preferably with subscription business models.
• Strategic and Commercial Thinking: Ability to design and execute customer journey strategies while owning business targets across markets. Comfortable monitoring performance, identifying gaps, and driving initiatives to hit Conversion, spend, and CVA goals.
• Data‑Driven Execution: Deep understanding of CRM performance metrics (CTR, Conversion Rate, ROI) and Experimentation, with a track record of A/B testing, segmentation and continuous optimisation.
• Collaboration and Communication: Proven success working with creative, analytics, operations, and brand teams to deliver results. Ability to translate strategy into clear recommendations for any level of stakeholder.
• Creative Instinct: Sharp eye for compelling visuals and copy, able to partner with creative teams to build communication that resonates with the target audience.
• Tech Curiosity: Openness to leveraging automations, Machine Learning and AI to improve efficiency and personalization. Prior experience with technical teams in this space is a plus but not required.

What We Offer

• Immersive community of 90+ nationalities.
• Competitive compensation package beyond the norm, with a subsidised Pension Scheme, Berlin relocation support and a hybrid working model.
• Exclusive discounts on HelloFresh boxes and office meals.
• Annual learning & development budget, German language learning budget and access to the HelloFresh Academy.
• Well‑being support including mental health resources, transportation perks and parental‑friendly benefits. 24/7 gym access, Headspace, Spill, and sabbatical leave options.

Are you up for the challenge?

Please submit your complete application below, including your salary expectations and earliest starting date. After submitting an application, our team will review this and get back to you within 5 business days.