CRM & Lifecycle Manager

Description

We are looking for a CRM & Lifecycle Manager to own and optimize our customer lifecycle and unlock new growth opportunities.

This role sits at the intersection of data analysis, lifecycle strategy, and project execution. You will analyze customer behavior across the funnel, identify retention opportunities, and lead strategic initiatives such as VIP programs, referral loops, and loyalty frameworks to increase repeat purchases, reduce churn, and grow customer lifetime value. This is a hands-on role - turning insights into high-impact retention initiatives.

Responsibilities

• Omnichannel Execution: Manage day-to-day customer communication channels including email marketing, SMS, push notifications and newsletters to keep customers engaged and informed.

• Strategy & Lifecycle Mapping: Ideate and implement CRM strategies across the customer journey. Develop and execute retention initiatives aimed at reducing churn, increasing LTV, and driving long-term customer engagement

• Automation & Workflows: Build, monitor, and continuously optimize complex trigger-based campaigns and automated journeys using HubSpot and other third-party tools.

• Content & Creative: Develop creative content and marketing messaging tailored to different customer segments and lifecycle stages, balancing brand voice with performance.

• Data-Driven Optimization: Run A/B tests on messaging, timing, and segmentation. Translate these insights into actionable improvements in your channel mix.

• Reporting & Analytics: Build and maintain dashboards to track CRM effectiveness, analyze funnels, and retention KPIs using tools like Tableau, Mixpanel, or Data Studio.

• Retention & Loyalty: Support and evolve loyalty and referral programs to drive repeat usage and advocacy.

• Cross-Functional Collaboration: Act as the project owner for lifecycle initiatives, working with Product, Data, and Engineering to ensure technical scalability and seamless integration.

Requirements

• Experience: 3+ years in CRM, Lifecycle, or Retention Marketing within a B2C environment (e-commerce preferred).

• Advanced, hands-on experience with marketing automation platforms (e.g., HubSpot, Braze, Klaviyo). You should be comfortable building lists, mapping journeys, and setting up triggers—not just overseeing them.

• Comfortable creating marketing content for email and CRM channels, with a strong creative mindset and attention to messaging and tone.

• Analytics: Ability to interpret data, analyze funnels, and use insights to guide decision-making. Experience with reporting tools such as Tableau, Data Studio, Mixpanel, or similar

• Strong Plus - Experience with loyalty and referral programs.

• A "self-starter" mentality with a proven track record of moving projects forward independently in a fast-paced environment.

• Ability to understand both the technical and strategic aspects of CRM, and translate strategy into practical, scalable implementation

• Collaborative and comfortable working with cross-functional teams (Product, Data, Creative, Engineering)

• Education: Bachelor’s degree in Marketing, Business, Industrial Engineering, or a related field.

• Languages: High-level English is required. Proficiency in French or German is a significant advantage.