Senior CRM Manager (all genders)

Overview

To further strengthen digital health protection and expand access to meaningful preventive care, we are looking for a Senior CRM Manager (m/f/d) to drive our customer engagement and lifecycle marketing initiatives.

Responsibilities

• Own the entire customer lifecycle: lead nurturing, onboarding, retention, after-sales, and reactivation - with clear KPIs attached to each stage
• Drive churn prevention initiatives and loyalty programmes, using behavioural signals and customer health scores to act before customers disengage
• Build and execute an upsell strategy across verticals, identifying the right moment and right offer for each customer segment
• Move getolo decisively beyond email-first CRM and build competence and infrastructure for true omnichannel customer engagement
• Ensure channel mix is adapted to each market's customer behaviour and regulatory context (DE, FR, ES)
• Own the CRM tech stack roadmap and partner with Product and Data to unlock new channel capabilities
• Responsibility for top-line CRM metrics: CLV, retention rate, churn rate, and lifecycle conversion
• Develop a deep, data-driven understanding of the customer - building segmentation models based on behavioural, demographic, and transactional data across the full journey
• Conduct A/B testing, track campaign performance, evaluate performance metrics, and optimise based on analytics and KPIs
• Proactively identify and introduce AI-powered tools and GPT-based workflows that improve the team's speed, quality, and personalisation capabilities
• Continuously monitor industry trends and competitors to spot new opportunities early
• Apply growth hacking techniques and data-driven decision-making to maximise ROI
• Collaborate closely with Brand, Product, Data and local Country Managers
• Act as the voice of the customer lifecycle across Marketing, Product, Data, Customer Service, and Claims - making CRM a company-wide concern, not a marketing silo
• Build the team's capabilities over time, contributing to hiring decisions as the squad scales
• Own and continuously optimise email deliverability, including monitoring and improving domain, IP, and sender reputation
• Manage and maintain email authentication protocols (DKIM, SPF, DMARC) to ensure compliance and maximise inbox placement
• Proactively identify and resolve deliverability risks, including spam filtering issues, blacklisting, and sender score degradation
• Directly manage a junior CRM team member, overseeing their day-to-day work, setting priorities, and providing structured coaching, feedback, and performance management to support their development

Requirements

• 5+ years in CRM, lifecycle marketing, or retention roles
• Proven ownership of retention KPIs (churn, CLV, LTV)
• Experience managing or mentoring team members
• Hands-on expertise with CRM/ESP platforms (e.g. Braze, Klaviyo, Salesforce Marketing Cloud)
• Strong data literacy - comfortable in SQL or working closely with analysts
• Experience with A/B testing and iterative campaign optimisation
• Experience working with cross-functional teams: Brand, Product, Tech, Data
• Strong analytical skills and comfort with experimentation frameworks
• Growth mindset!
• English fluent, german / spanish / french a plus

Benefits

• Salary & Vacation: Start with 28 vacation days, with an increase every two years (capped at 30 days). Holidays on December 24th and 31st.
• Choose between a free Swapfiets bike, a BVG ticket (“Umweltticket”) or a “Deutschlandticket” subsidized by us
• Work hybrid - from your home office or in our office in Berlin-Mitte
• Work abroad in the EU for up to 60 days
• Benefit from free coaching sessions with nilo.health, our mental health tool
• We communicate, collaborate, and celebrate in English to ensure everyone is included
• Our diverse team spans from 43 different countries
• Learning Budget starting from 750 € per year
• Our values are not buzzwords, but actions that are a part of our individual and collective DNA:
• #fast: We simplify, move with urgency, and focus on outcomes.
• #brave: We take bold decisions, challenge the status quo, and act with conviction.
• #accountable: We deliver end-to-end, reduce dependencies, and own our decisions.
• #caring: We treat each other with respect, build trust, and create an environment where everyone can thrive.
• Legendary summer and winter parties
• Regular team events
• Many discounts on the corporate Benefits Platform
• Two Community Days per calendar year
• Pet friendly office

Equal Opportunity

Getolo is an equal opportunity and diversity employer. We strive to create a friendly, safe, and welcoming environment for all our team members, regardless of ethnicity, gender, gender identity and expression, sexual orientation, limitations and talents of any kind, physical appearance, social background, marital status, age, or religion (or lack thereof).

When you apply, we focus solely on your experience and motivation. You decide what additional information you want to disclose (photo, marital status, religion, gender, nationality, etc.). We value and treat all applications equally.