Head Of CRM (Next-Gen, AI-Driven)

Overview We are

The Customization Group , a global leader in

mass customization , leveraging

AI

and

automation

to revolutionize the personalized products industry. With a strong international presence across

Europe, North America, and the Middle East , we manufacture up to

2.500.000 unique products daily , reaching millions of customers through

20+ own online shops

and

1,000+ partner stores . Our

AI-first strategy

drives

efficiency, scalability, and innovation , keeping us ahead in a fast-moving market while growing through

AI-driven acquisitions and partnerships .

Our diverse team of

700+ professionals

from

40+ nationalities

thrives in a culture of collaboration and ambition. Whether in our tech hubs, production facilities, or business locations, you’ll find the perfect environment to

take ownership and drive impact

in the future of e-commerce.

TCG is looking for an exceptional Head of CRM

to lead the transformation of our global customer engagement strategy. You’ll drive intelligent automation, experimentation, and data-led innovation across all brands and markets.

Why you will love working with us:

Global Perspective:

Gain international experience with our globally distributed teams

Flexibility That Fits:

Tailor your work schedule with in-house and hybrid work options

Office Catering:

Enjoy free regular breakfast and lunch, plus a variety of snacks and beverages at the office️

Eco-Friendly Mobility:

We contribute to the cost of your Deutschlandticket and you can take advantage of a JobRad

Urban Sports Club:

Discover the benefits of Urban Sports Club with access to countless sports and wellness activities ‍♂️

Meal Allowance:

Use your food allowance at supermarkets and restaurants

Shopping Perks:

Receive a monthly tax-free voucher redeemable at over 250 partners, plus access to exclusive corporate benefits️

Innovation & AI:

Be part of an AI-first workplace that enables everyone to drive unique business solutions through state-of-the-art technology

Onboarding Support:

New employees receive guidance from an experienced buddy during onboarding

Special Leave:

Take advantage of extra days off for special occasions like Carnival

About The Role As our Head Of CRM, you’ll set the global vision and lead two teams -

CRM Marketing

and

CRM Automations

- toward a world where customer experiences are personalized, anticipatory, and continuously optimized with AI and automation.

You'll build a modern

CRM ecosystem

that uses data, experimentation, and smart technology to deepen customer relationships and deliver predictable, scalable revenue. This includes championing new tools, integrating emerging AI capabilities, streamlining workflows, and raising the bar on quality, speed, and impact.

What You Will Do

Define & define and own the

global CRM strategy , driving AI-powered lifecycle orchestration and advanced personalization across all customer touchpoints (email, SMS, push, print, WhatsApp, web).♟️

Lead and scale two high-performing teams —

CRM Marketing and CRM Automations

— fostering a culture of experimentation, innovation, and impact.

Build and evolve a

next-generation CRM tech stack , introducing AI agents, predictive scoring, automated content generation, and intelligent decision engines.

Oversee CRM campaigns, lifecycle programs, and

real-time automations , embedding ML-driven segmentation, churn prediction, and cross-/upsell models into daily operations.

Drive experimentation at scale through

A/B and multivariate testing, dynamic content, and algorithm-led optimization .

Partner closely with

Product, Data, Engineering, Design, and Marketing

to create seamless, data-driven customer journeys.

Define, track, and optimize CRM performance using KPIs such as

retention, CLV, CVR, automation revenue share, churn probability, and personalization lift .⚙️

Champion measurement excellence through forecasting, dashboards, incrementality testing, and AI-powered insights.

Preferred Background Experience

7+ years in

CRM, Lifecycle Marketing, or Marketing Automation

in a fast-paced digital or e-commerce environment.

Hands-on experience with CRM platforms such as

Emarsys, Klaviyo, HubSpot , or similar.

Strong understanding of

cross-channel orchestration, segmentation strategy, deliverability, and data architecture .

Experience managing

domain reputation, IP warming, list hygiene , and scaling CRM programs globally.

Hard Skills

Solid knowledge of

AI/ML concepts in CRM

(predictive modeling, scoring, anomaly detection, dynamic content).

Comfortable working with

SQL ; basic

HTML/CSS

knowledge for email templates.

Strong analytical skills with experience in experimentation, attribution, and uplift analysis.

Soft Skills

Strategic, empowering leader with high emotional intelligence and strong stakeholder management skills.⭐

Curious, growth-oriented mindset with a passion for innovation and continuous improvement.

Customer-first thinker with high standards for ethical, transparent, and responsible marketing.

Able to thrive in complexity, lead change, and drive clarity in a dynamic environment.⚡

One team. Millions of happy customers worldwide. Join us!