Experience Manager (CRM, Customer Care & Insights) (f/m/d)

Overview

Flybaby is a design-driven lifestyle brand from Berlin. We create products and experiences for people who care about aesthetics, everyday comfort, and family life. We’re building a brand and community that feels warm, modern, and real – especially for parents and those close to family topics.

Key Responsibilities

CRM & Lifecycle Marketing

Build, optimise, and maintain automated flows in Klaviyo (welcome, post-purchase education, product guidance, win-back, cross-sell, launches).

Plan and execute newsletters and campaign sends aligned with the marketing calendar.

• Segment audiences and personalise messaging based on behaviour and lifecycle stage.
• Own testing and optimisation across flows and campaigns (A/B tests, timing, formats, deliverability basics).
• Collaborate with design/creative to ensure brand consistency and strong storytelling.

Copywriting & Brand Voice

• Write clear, warm, high-performing copy aligned with Flybaby’s tone (German and English depending on profile).
• Translate product features into emotionally resonant, helpful messaging for parents.
• Ensure consistency across CRM, customer communication, and key touchpoints.

Customer Care (Gorgias)

• Handle customer inquiries in Gorgias with a warm, solution-oriented tone and high writing quality.
• Ensure fast, reliable communication and a great customer experience from first message to resolution.
• Improve workflows and efficiency in Gorgias (macros, tags, automations, routing, templates).
• Identify recurring questions and reduce them through better templates, FAQs/help content, and clearer website/email messaging.
• Spot patterns in customer questions and feedback (fit, comfort, instructions, expectations, product education, website clarity).
• Share structured insights with the Product team and propose improvements.
• Help close the loop by tracking whether changes reduce repetitive questions and improve CX.

Data Analysis & Reporting

• Monitor and analyse CRM performance metrics (open rate, CTR, conversion, revenue attribution, A/B tests).
• Report insights and recommend optimisation opportunities.
• Support ongoing development of CRM strategy based on customer behaviour.

Berlin | Full-time 40h/week| ️ starting asap

Qualifications

Requirements

• Proven experience with Klaviyo (must-have).
• Strong understanding of CRM strategy, automation, and lifecycle marketing.
• Excellent copywriting skills with the ability to write in a warm, friendly, parent-focused tone.
• Ability to think both creatively and analytically.
• Comfortable with technical setup, email testing, segmentation, and integrations.
• Experience in D2C ecommerce, ideally in lifestyle, parenting, or consumer products.
• Attention to detail, strong organisational skills, and reliable communication.

Nice-to-Have

• Experience with Shopify and customer service tools (Gorgias).
• German + English working proficiency.
• Basic design/Canva skills.
• Experience improving self-service content (FAQs, help pages).

Benefits

What We Offer

• A high-ownership role shaping Flybaby’s customer communication and experience.
• Creative freedom and a brand that values quality, tone, and design.
• Small team, fast decisions, real impact.
• Flexible hybrid/remote setup.

We are looking forward to meeting you soon!