Experience Manager

vor 23 Stunden

Berlin, Berlin, Deutschland Flybaby GmbH Vollzeit

Berlin | Full-time 40h/week| starting asap

Flybaby is a design-driven lifestyle brand from Berlin. We create products and experiences for people who care about aesthetics, everyday comfort, and family life. We're building a brand and community that feels warm, modern, and real – especially for parents and those close to family topics.

Aufgaben

Key Responsibilities

CRM & Lifecycle Marketing

Build, optimise, and maintain automated flows in Klaviyo (welcome, post-purchase education, product guidance, win-back, cross-sell, launches).

Plan and execute newsletters and campaign sends aligned with the marketing calendar.

  • Segment audiences and personalise messaging based on behaviour and lifecycle stage.
  • Own testing and optimisation across flows and campaigns (A/B tests, timing, formats, deliverability basics).
  • Collaborate with design/creative to ensure brand consistency and strong storytelling.

Copywriting & Brand Voice

  • Write clear, warm, high-performing copy aligned with Flybaby's tone (German and English depending on profile).
  • Translate product features into emotionally resonant, helpful messaging for parents.
  • Ensure consistency across CRM, customer communication, and key touchpoints.

Customer Care (Gorgias)

  • Handle customer inquiries in Gorgias with a warm, solution-oriented tone and high writing quality.
  • Ensure fast, reliable communication and a great customer experience from first message to resolution.
  • Improve workflows and efficiency in Gorgias (macros, tags, automations, routing, templates).
  • Identify recurring questions and reduce them through better templates, FAQs/help content, and clearer website/email messaging.

Customer Insights → Product Feedback Loop

  • Spot patterns in customer questions and feedback (fit, comfort, instructions, expectations, product education, website clarity).
  • Share structured insights with the Product team and propose improvements.
  • Help close the loop by tracking whether changes reduce repetitive questions and improve CX.

Data Analysis & Reporting

  • Monitor and analyse CRM performance metrics (open rate, CTR, conversion, revenue attribution, A/B tests).
  • Report insights and recommend optimisation opportunities.
  • Support ongoing development of CRM strategy based on customer behaviour.
Qualifikation

Requirements

  • Proven experience with Klaviyo (must-have).
  • Strong understanding of CRM strategy, automation, and lifecycle marketing.
  • Excellent copywriting skills with the ability to write in a warm, friendly, parent-focused tone.
  • Ability to think both creatively and analytically.
  • Comfortable with technical setup, email testing, segmentation, and integrations.
  • Experience in D2C ecommerce, ideally in lifestyle, parenting, or consumer products.
  • Attention to detail, strong organisational skills, and reliable communication.

Nice-to-Have

  • Experience with Shopify and customer service tools (Gorgias).
  • German + English working proficiency.
  • Basic design/Canva skills.
  • Experience improving self-service content (FAQs, help pages)
Benefits

What We Offer

  • A high-ownership role shaping Flybaby's customer communication and experience.
  • Creative freedom and a brand that values quality, tone, and design.
  • Small team, fast decisions, real impact.
  • Flexible hybrid/remote setup.

Pls. send your CV and a short paragraph about yourself

We are loking forward to meeting you soon

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