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Team Lead CRM Manager

vor 2 Monaten

München, Deutschland zooplus AG Vollzeit
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Team Lead CRM Manager (all genders)
  • Full-time
  • Department: Sales & Marketing
Company Description

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

We're on a mission to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity. At the heart of everything we do, they inspire us to grow, raise the bar for our customers and fuel a pet-first business.

Job Description

We are seeking an experienced and dynamic Team Leader to join our Central Direct Marketing team as a CRM Team Leader – Activation, Engagement, Reactivation. In this senior role, you will lead and inspire our CRM team, driving the expansion and optimization of our direct marketing activities across all stages of the customer lifecycle. Your leadership will be crucial in ensuring the delivery of impactful, customer-centric communication programs that enhance customer activation, engagement, and reactivation, while also managing transactional and post-order touchpoints.

As the CRM Team Leader, you will work closely with internal partners, overseeing the ideation, execution, tracking, and analysis of our marketing campaigns. Your strategic vision and ability to manage and mentor your team will be vital in achieving our business objectives and fostering a culture of innovation and excellence in customer lifecycle communications.

RESPONSIBILITIES

Team Leadership and Management:

  • Lead, mentor, and develop the CRM team, fostering a collaborative and high-performance culture.
  • Streamline processes and champion best practices across the CRM function to enhance efficiency and effectiveness.
  • Provide agile troubleshooting and foster a culture of knowledge sharing and best practice adoption across diverse teams and regions.

Customer Lifecycle Communication Management:

  • Strategically plan and oversee the execution of multi-channel lifecycle campaigns that drive customer activation, engagement, and reactivation across all European markets.
  • Leverage advanced development and testing approaches, combined with modern technology, to continuously improve campaigns and meet business objectives.
  • Collaborate with product, loyalty, marketing, and operations teams to ensure communications are on-brand and impactful.

Customer Activation, Engagement, and Reactivation

  • Develop and oversee lead nurturing and customer onboarding strategies focused on promoting our products to potential customers.
  • Design and implement campaigns to keep customers engaged and active with our products post-purchase, and develop up-selling and cross-selling programs to maximize customer lifetime value.
  • Set up impactful communication programs to combat customer churn and boost reactivation rates for inactive customers.
  • Promote high-value actions such as auto shipment subscriptions, saver plan enrolments, and loyalty program participation.

Campaign Segmentation & Performance Management:

  • Collaborate with the CDP Audience Manager & CRM Analyst to extract and analyze insights from customer data and research to uncover areas of opportunity that will optimize our lifecycle journeys.
  • Recommend and implement segmentation, targeting, and personalization tactics to improve engagement and maximize customer lifetime value.
  • Utilize customer data and insights to tailor communications and offers to maximize engagement with our brand products.

LEADERSHIP QUALITIES

  • Demonstrate dynamic leadership and collaboration, guiding local CRM teams to streamline processes and championing best practices.
  • Excel in agile troubleshooting, fostering a culture of knowledge sharing and best practice adoption across diverse teams and regions
Qualifications
  • 5+ years of Marketing Automation and CRM experience, with a proven track record of leadership and team management.
  • BSc+ degree in business administration, e-commerce, marketing, technology, or a related field.
  • Proficiency in customer data and CRM processes, ideally experience in FMCG; analytical mindset and enthusiasm for understanding customers, driving Customer Lifetime Value.
  • Fluent in English, German a plus, international mindset with a demonstrated ability to work across diverse teams and regions
  • Demonstrated experience in managing complex, high impact projects

PERSONAL CHARACTERISTICS

  • Love for animals, marked interest in the pet services industry, pet parent a plus
  • Team player
  • 100% data-driven – a digital native
  • Passionate, with high ambition towards first-class strategy and execution
  • Creative and pragmatic problem solver – not a passion for just "managing managers"
  • Hands-on, agile and quick thinker, solid conceptual skills with proven ability to derive them into concrete plans
  • Excellent communication skills
  • Possessing high level of integrity and ethics
Additional Information

With more than 1,000 passionate professionals located across 10 European offices, we believe our success comes from working together and leveraging our international strengths. Expect to work in a hybrid environment, collaborating with colleagues in different locations remotely.

Our benefits:
20% discount in our zooplus shop
Internal and external training

#LI-Hybrid✈️ 28 vacation days and days off on 24th and 31st of December
️ Corporate rates at a local gym chain (Body & Soul)
Company mobile phone for work and personal use

Want to know more? Learn more about the life at zooplus on LinkedIn, Instagram, TikTok and YouTube

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.