Senior CRM Manager (all genders) at getolo GmbH, Berlin, Germany

We seek a Senior CRM Manager to enhance customer engagement and lifecycle marketing, advancing digital health protection and broadening access to preventive care through strategic initiatives.

Key Responsibilities

• Manage the full customer lifecycle including lead nurturing, onboarding, retention, after-sales, and reactivation, with defined KPIs for each phase
• Develop churn prevention strategies and loyalty programs using behavioral indicators and customer health metrics to intervene proactively
• Create and implement upsell tactics across sectors, tailoring timing and offers to specific customer groups
• Shift from email-centric CRM to omnichannel engagement by building expertise and infrastructure
• Adapt channel strategies to align with customer behaviors and regulations in markets like Germany, France, and Spain
• Oversee the CRM technology roadmap in collaboration with Product and Data teams to enable new channels
• Account for key CRM metrics such as CLV, retention rate, churn rate, and lifecycle conversion
• Cultivate data-informed customer insights through segmentation models based on behavior, demographics, and transactions
• Perform A/B testing, monitor campaign results, assess metrics, and refine strategies using analytics and KPIs
• Identify and integrate AI tools and GPT workflows to enhance team efficiency, quality, and personalization
• Track industry trends and competitors to uncover opportunities ahead of time
• Apply growth hacking and data-driven approaches to optimize ROI
• Partner with Brand, Product, Data, and Country Managers for integrated efforts
• Champion customer lifecycle needs across Marketing, Product, Data, Customer Service, and Claims to foster company-wide CRM focus
• Strengthen team skills, contribute to hiring as the group expands
• Optimize email deliverability by monitoring domain, IP, and sender reputation
• Maintain email authentication standards like DKIM, SPF, and DMARC for compliance and inbox optimization
• Address deliverability challenges including spam filters, blacklists, and sender score issues
• Supervise a junior CRM team member, managing daily tasks, priorities, coaching, feedback, and performance

Qualifications

• At least 5 years in CRM, lifecycle marketing, or retention positions
• Demonstrated responsibility for retention metrics like churn, CLV, and LTV
• Experience in managing or guiding team members
• Practical proficiency with CRM/ESP tools such as Braze, Klaviyo, or Salesforce Marketing Cloud
• Solid data skills, including SQL or collaboration with analysts
• Background in A/B testing and ongoing campaign improvements
• Collaboration with cross-functional groups including Brand, Product, Tech, and Data
• Robust analytical abilities and familiarity with testing frameworks
• Growth-oriented mindset
• Fluent English, with German, Spanish, or French as advantages

Benefits And Growth

• Competitive fixed salary
• 28 vacation days starting, increasing biennially up to 30, plus holidays on December 24th and 31st
• Mobility options: free Swapfiets bike, BVG Umweltticket, or subsidized Deutschlandticket
• Hybrid work model from home or Berlin-Mitte office
• Up to 60 days of EU work abroad
• Free mental health coaching via nilo.health
• Product testing access to dentolo, petolo, or vitolo
• Annual learning budget from 750 €
• Regular 360-degree feedback
• Core values: fast, brave, accountable, caring
• Summer and winter parties, team events
• Discounts via corporate benefits platform
• Two Community Days annually
• Pet-friendly office