CRM & Customer Experience (CX) Lead (all genders)

Job Description

We are INNOCEAN Europe. A marketing and communications network that combines pan European collaboration with local expertise and execution. Founded as an in‑house agency for the up‑and‑coming brands Hyundai and Kia, we continue to be inspired by the words of Chung Ju‑Yung: “Have you tried?” With this in mind, we help brands and people unleash their potential and live up to their role as challengers.

To strengthen our team, we are looking for you to join us as:

CRM & Customer Experience (CX) Lead

We are seeking a CRM & CX Lead to bridge the gap between data‑driven strategy and technical execution. You will not just manage campaigns; you will own the Customer Journey Architecture. This role is designed for a strategic thinker who understands the “why” behind the data and has the technical “how‑to” using Salesforce Marketing Cloud (SFMC) to drive measurable business impact.

Your Strategic Mission (Tasks)

• CX Strategy & Journey Design: Lead the development of end‑to‑end CRM and e‑CRM strategies, focusing on creative, engaging, and high‑conversion customer journeys.
• Data‑Driven Insights: Deep‑dive into customer data to identify pain points and map sequential experiences that turn users into advocates.
• Technical Leadership (SFMC): Act as the subject matter expert in Salesforce Marketing Cloud, implementing advanced personalization, automation rules, and dynamic content strategies.
• Performance & KPI Ownership: Define, track, and optimize key performance indicators (KPIs) such as CLV (Customer Lifetime Value), retention rates, and conversion, providing actionable insights to senior stakeholders.
• Cross‑Functional Orchestration: Collaborate with Data Analytics, Web, and Creative teams to ensure a seamless, omni‑channel brand experience.

Your Profile

• Experience: Bachelor’s or Master’s degree in Business, Marketing, or a related field, supplemented by professional CX or Salesforce certifications.
• Technical Mastery: Proven track record with Salesforce Marketing Cloud (SFMC) and a deep understanding of CRM technical architectures and data integration.
• Analytical Depth: A strong analytical mindset with the ability to translate complex data sets into clear strategic roadmaps.
• Seniority: Experience managing high‑stakes campaigns in fast‑paced environments with a relentless focus on quality and detail.
• Industry Savvy: Background in the automotive industry is highly valued, but a hunger for innovation across all sectors is essential.

What We Offer You

• International and inclusive team: Work with colleagues from all over the world in a pleasant and supportive environment.
• ️ Meal vouchers: Enjoy subsidized lunches thanks to our meal voucher program.
• Growth & Development: You'll have the opportunity to develop professionally and personally –
• Flexible hybrid work: You can work from home on Mondays and Fridays for a better work‑life balance.
• Pet‑friendly office: Bring your four‑legged friends with you – we welcome their visit!
• ✈️ Remote work abroad: You can work from another country for up to two weeks per year.
• Modern workplace: Ergonomic equipment and first‑class infrastructure help you do your best work.
• Wellness & Perks
  • Fresh fruit baskets for renewed energy
  • Ergonomic workstations for comfort and productivity
  • Access to exclusive offers via our company platform
  • Support with your gym membership
  • App subscription for mental health and well‑being
• In short: We offer you a work environment where you can grow and make an impact. If you would like to become part of a highly international team with a collaborative spirit, click on “Apply online”.