Vp Customer Lifecycle Management

vor 6 Monaten

Berlin, Deutschland Gelato Vollzeit

**About Gelato**
Gelato has built the world's largest and most global platform for on-demand production and fulfillment of customized products. Today, those products are part of huge markets, such as apparel, wall-art, drinkware, digitally printed books, greeting cards. In the future, the market opportunities are endless thanks to new technologies such as 3D printing. We support a new wave of e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable production. With local production and exact matching of supply and demand, there is no waste, and carbon emissions are reduced. We support a new wave of e-commerce entrepreneurs and the global shift towards local and more sustainable production.

We own no assets - we build the software that connects world-class production facilities all across the world. We have more than 100 production partners in 32 countries. In 72 hours we can reach more than 5 billion people with customized products in a smarter, faster, and greener way.

As the VP of Customer Lifecycle Management, you will be responsible for developing and executing the end-to-end customer journey across the three business units. Your primary responsibility will be to strategize, design, and implement best in class lifecycle programs and communication across existing and new channels that engage customers at each touchpoint, from acquisition to retention. By leveraging data-driven insights and innovative techniques, you will drive customer loyalty, satisfaction, and advocacy, ultimately leading to increased revenue and customer lifetime value. This role requires a strategic thinker, a hands-on problem solver, and a collaborative leader who can work cross-functionally to align CLM efforts with broader business objectives.

**What you will be doing**
- Create and implement a customer segmentation strategy to deliver personalized experiences and targeted communications across various stages of the customer lifecycle.
- Design and optimize customer onboarding programs to ensure successful adoption and utilization of our products/services.
- Develop customer engagement and loyalty initiatives to foster long-term relationships and increase customer retention rates.
- Collaborate with marketing teams to design and execute upsell and cross-sell campaigns, driving revenue growth.
- Implement effective customer feedback mechanisms to gather insights, measure customer satisfaction, and identify areas for improvement. Also partner with the customer support team to identify and address customer pain points, driving issue resolution and customer satisfaction.
- Lead the development and implementation of systems and technologies to enhance customer data management, analytics, and reporting capabilities.
- Conduct regular analysis of customer data and trends to identify opportunities for upselling, cross-selling, and revenue growth.
- Stay updated on industry trends, emerging technologies, and best practices to drive innovation and maintain a competitive edge.
- Collaborate closely with the sales team to align customer acquisition and retention strategies, ensuring a seamless transition from prospect to customer.
- Work with the product development team to gather customer feedback and insights, contributing to the development of customer-centric products and services.

**Who you are**

In order to be successful in this role, you will need to have a start-up mentality. You are committed to excel with energy and endurance while you understand that building a company is hard but satisfying work. You have excellent communication, problem-solving and analytical skills, high integrity, great attention to detail and a true passion and interest in tech, marketing automation and data-driven insights. You are driven by customer obsession, creating customer delight and increasing brand loyalty. You have the (strong) ability to think independently yet operate effectively in and with teams.

**Moreover, we would like to see evidence of the following**:

- Bachelor's degree in Business Administration, Marketing, or a related field. A master's degree is a plus.
- Proven experience (8+ years) in customer lifecycle management, customer success, or a related field, preferably in the SaaS industry.
- Proficiency in utilizing marketing automation tools. Experience with platforms such as customer.io, Salesforce, HubSpot, or similar tools.
- Strong strategic thinking and analytical skills, with the ability to interpret data and insights to drive decision-making.
- Demonstrated success in developing and executing customer lifecycle strategies and programs that resulted in increased customer retention and revenue growth.
- Deep understanding of customer journey mapping, segmentation, and customer experience optimization.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Results-oriented mindset with a passion for driving customer sat

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