Team Lead Engagement CRM
Refurbed
Marketing & Communications
Job Summary
For our Customer Relationship Management Team we are seeking an outstanding Team Lead Engagement CRM (f/m/x) to drive refurbed’s Customer Engagement Strategy across the customer lifetime cycle. In this role you will improve our customer communications, making sure the right message is delivered to the right customer at the right time. You will improve our Segmentation and Personalization Strategy, identify opportunities and work cross-functionally to drive innovations and improvements to address key KPIs. The ideal candidate comes from a similar role in Email Marketing or CRM and has a strong background in strategic thinking and project management. The position reports to the Head of CRM within the Marketing department and will have initially three team members as direct reports.
- Minimum Qualification: Degree
- Experience Level: Senior level
- Experience Length: 5 years
Job Description/Requirements
Who you are:
- You have at least 5 years of experience in CRM or Email Marketing, ideally in D2C or eCommerce/marketplace
- You have already gained your first people leadership experience (1-2 years minimum)
- You have a deep understanding of the email channel, including design, testing, copywriting and tools
- You have strong experience in improving the customer lifecycle in terms of sign-ups, lifetime value and engagement
- You have deep experience in customer segmentation and personalization
- You have strong analytical skills and a strategic mindset
- You have experience developing and delivering on goals / OKRs
- You have excellent project management skills and ability to work with many stakeholders cross-functionally
- You are used to a fast-paced, changing environment
- You have a can-do mentality, work independently and are naturally a problem-solver
- You have excellent communication skills, and you are fluent in English and German
- You care about the world and want to spend your time making a difference
What you'll do:
- As owner of customer engagement, you will set a vision and strategy for our customer lifecycle communications for existing customers across different channels (Email, App, Postal) with a focus on customer retention and happiness
- You will lead a team of three CRM Managers, enabling their success and nurturing their development
- You will work on improving processes and workflows for your area (e.g. newsletter creation, testing), closely collaborating with our Tech CRM Managers and Product team
- You will set your team’s priorities and develop OKRs for Customer Engagement
- You will identify and prioritize improvement areas, initiate and drive innovation in our customer communication channels
- You will project manage customer engagement projects and collaborate with various stakeholders including product, analytics, market managers, customer service
- You manage the email calendar and content with attention to detail, as well as ideate on new ways to engage customers, working closely with our Marketing, Supply and Customer Happiness Teams
- You will be an active member of the retention steering group, being the voice of our customer engagement and segmentation areas
- You will monitor and report on Customer Engagement related KPIs
- You will stay up to date on customer engagement trends and solutions, and look outside of the company for best-in-class examples of customer relationship management
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