Customer Experience Manager

Vor 7 Tagen

Berlin, Berlin, Deutschland home24 SE Vollzeit
About Home24

Home24 is a leading e-commerce platform for home and living products in continental Europe and Brazil. We strive to deliver an exceptional customer experience by combining technology and creativity.

We utilize data-driven insights to provide personalized recommendations, tips, and inspiration for every home. Our goal is to make happy homes accessible to everyone and every budget.

About the Role

We are seeking an experienced Customer Experience Manager to join our team. As a key member of our marketing department, you will play a crucial part in shaping our customer relationship management strategies.

Your primary focus will be on developing data-driven CRM communication approaches and segmented/personalized campaign logics. You will also oversee the introduction of new tools and test innovative features to enhance our CRM capabilities.

Key Responsibilities
  • Develop and implement segmentation strategies to effectively target specific customer groups
  • Utilize data-driven insights to identify key segments and refine targeting criteria for optimal campaign performance
  • Drive personalized customer experiences by tailoring content and messaging according to individual preferences and behavior
  • Collaborate with cross-functional teams to deliver cohesive and impactful campaigns
  • Owning and driving new and existing CRM initiatives with insightful data-driven behavior
  • Utilizing analytics tools to measure campaign performance and provide insights for continuous improvement
  • Executing and monitoring CRM campaigns to ensure alignment with KPIs
  • Evaluating, selecting, and implementing CRM tools to optimize our existing CRM tool landscape
About You

You have 3+ years of professional experience in the field of CRM, email marketing, and ideally with a focus on segmentation and personalization in the e-commerce environment.

You possess a strong understanding of customer data and segmentation models. Good experience in stakeholder management or working in cross-functional teams combined with strong communication skills is essential.

A proficient experience with an email service provider (ideally Emarsys), experience with personalization tools (e.g., Dynamic Yield) is a plus.

An empathic mindset to understand our customer needs at different life stages is crucial. You are a team player with enthusiasm and commitment.

What We Offer
  • The chance to make an impact in a highly motivated team of professionals
  • An open-minded culture ready to incorporate new and creative ideas
  • Mentoring and support from experienced colleagues
  • Extensive learning opportunities from our home24 academy and external partners
  • Room for growth and development within your role through regular feedback rounds
  • A hybrid working model with flexibility to work from home on Wednesdays and Fridays
  • The possibility to work up to two months per year within Germany or from an EU country
  • Up to 30 days paid vacation each year to unwind and recharge
  • City mobility with a subsidized public transportation ticket and our eco-friendly bike leasing program #ridinghome
  • International campus in the heart of Berlin featuring drive-in bicycle garage, outdoor space, and lounge areas, fitness facilities, parent, and multi-faith rooms close to the Berlin S-Bahn train station Landsberger Allee
  • Company benefits including a pension scheme, 30% off the home24 assortment, and employee discounts at partner organizations

We celebrate diversity and welcome applicants from all backgrounds. Be who you are and feel welcome to make yourself at home24.

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