CRM & Retention Specialist (f/m/d)

Time for Nature GmbH; Wien; Vor Ort; EUR 50.000 - 56.000; Vollzeit

Benefits dieser Stelle

Flexitime & home office

Annual company events

MacBook provided

Employee discounts

Office snacks and beverages

Zusammenfassung

Holzkern in Vienna seeks a CRM & Retention Specialist to shape strategic, technical, and operational CRM development, focusing on automation, loyalty, and data-driven personalization across the customer lifecycle.

You will lead the CRM team, integrate Shopify and ESPs, expand AI-powered personalization, and drive KPIs like CLV, retention, and revenue. German and English skills required; French is a plus.

Qualifikationen

• 3–5 years of CRM, lifecycle marketing or marketing automation experience in D2C e‑commerce.
• Initial leadership experience guiding a team through change, transformation and growth.
• Hands-on experience with an ESP or customer engagement platform such as Klaviyo, Emarsys, Netcore, or similar.
• An understanding of marketing automation, segmentation, personalization, and campaign optimization.
• Experience with Shopify and CRM data flows.
• Analytical mindset with strong Excel and data analysis skills.
• Commercial understanding to manage revenue and CLV across the CRM value chain.

Aufgaben

• Own and evolve our CRM ecosystem across channels (email, SMS, WhatsApp, direct mail, inserts, loyalty).
• Design and scale lifecycle journeys from acquisition to reactivation with automation and personalization.
• Lead and grow the CRM team, shaping roles and processes for long-term success.
• Ensure seamless integration of our CRM stack (Shopify, ESPs, loyalty platform) and cross‑functional collaboration.

Kenntnisse

CRM

Lifecycle marketing

Email marketing

Marketing automation

Data analysis

Shopify

Excel

Team leadership

German & English

Tools

Klaviyo

Emarsys

Netcore

Shopify ESP

Jobbeschreibung

We’re looking for our new team member!

Do we have your attention?

As our CRM & Retention Specialist (f/m/d) you will shape the strategic, technological, and operational development of our customer communication.

You will ensure that our customers receive personalized and relevant experiences across every stage of the customer lifecycle. Your focus will be on marketing automation, scalable CRM processes, seamless system integrations, and increasing Customer Lifetime Value through data-driven insights and outstanding content.

At the heart of this role is one guiding principle: "CRM is not a support function – it is the engine behind customer lifetime value and brand loyalty."

Your areas of responsibility

Strategic Responsibility

• Take full ownership of our CRM ecosystem, including email, SMS, WhatsApp, direct mail, inserts, and our Premium Club.
• Develop and implement a long-term CRM and lifecycle marketing strategy focused on automation, customer loyalty, retention, and Customer Lifetime Value.
• Manage CRM performance based on relevant KPIs such as Customer Lifetime Value, email and automation flow revenue, retention rate, NPS, and contribution margin.
• Position CRM as a strategic business partner and growth driver across the company.
• Continuously develop our loyalty program to increase customer retention, Customer Lifetime Value, and profitability.
• Translate customer data and business objectives into actionable CRM initiatives.

Lifecycle & Automation

• Design, optimize, and scale automated customer lifecycle journeys across acquisition, onboarding, engagement, retention, loyalty, and reactivation.
• Expand AI-supported personalization, dynamic content, predictive segmentation, and automated CRM campaigns.
• Identify and implement automation opportunities, such as automated loyalty tiering through Shopify and ESP integrations.
• Continuously improve CRM workflows and processes to increase scalability, efficiency, and campaign quality.
• Establish structured testing and optimization processes, including A/B testing and performance analysis.

Leadership & Team Development

• Lead and develop the CRM team both professionally and personally.
• Guide the team through transformation, growth, and the development of specialized roles such as CRM Specialist or Marketing Automation Manager.
• Define an effective team setup that supports our long-term CRM vision and business objectives.
• Foster a collaborative learning culture with a strong focus on technical expertise, data-driven decision-making, and a digital mindset.
• Set clear priorities, responsibilities, and performance expectations for the team.

Systems, Interfaces & Projects

• Ensure the seamless integration of our CRM technology stack, including our ESP, Shopify, loyalty platform, WhatsApp, and other customer-facing systems.
• Work closely with Performance Marketing, IT, Content, Product, Customer Support, and other relevant departments.
• Lead cross-functional projects related to customer journeys, CRM processes, data, and marketing technology.
• Contribute to company-wide roadmap and strategy discussions and actively shape the development of our customer experience.
• Ensure that CRM processes, responsibilities, and system workflows are clearly documented and scalable.

Your profile

• 3–5 years of relevant professional experience in CRM, lifecycle marketing, email marketing, or marketing automation – ideally within D2C e-commerce.
• Initial leadership experience and the ability to guide a team through change, transformation, and growth.
• Strong hands-on experience with an email service provider or customer engagement platform such as Netcore, Klaviyo, Emarsys, or a comparable solution.
• In-depth understanding of marketing automation, customer segmentation, lifecycle journeys, personalization, and campaign optimization.
• Experience with Shopify or a comparable e-commerce platform, as well as CRM integrations and data flows.
• Proven experience in optimizing processes and scaling CRM or lifecycle marketing activities.
• An analytical mindset and strong Excel and data analysis skills for KPI evaluation, forecasting, and business cases.
• Strong commercial understanding and the confidence to manage the full CRM value chain – from open and click rates to revenue, Customer Lifetime Value, and contribution margin.
• A hands-on and structured working style, combined with the ability to improve and document processes.
• Excellent German and very good English skills; French is an advantage.

Enjoy our benefits

• Attractive flexitime work modelwithhome office option.
• Two legendary annualcompany eventswith the whole Holzkern family - all inclusive
• Regularteam eventswith your team throughout the year.
• State of the art technical equipment (MacBook).
• Generous employee discountsfor you and your loved ones.
• Fresh fruits, coffee, tea, milk (also vegan and lactose free) in the office on site.
• Healthy and balanced meals from Schrankerl. Holzkern pays 20% of each meal.
• Extensive Onboarding:From day 1 on you will have a buddy who will show you everything you need to know and be there for you should you encounter problems. Your colleagues will teach you everything specific to Holzkern that you need to succeed in your new job.
• Exciting Tasks & Personal Growth: Trust is always first for us at Holzkern, which is why we give you big and exciting projects from the start, so you can quickly unfold your potential. This will give you the opportunity to grow and learn super quickly.

These and many other exciting benefits will await you at Holzkern.

But most of all, you can expect a secure job, good vibes, teamwork, appreciation and trust - YOU are important to us!

Hard Facts

• Start: as soon as possible
• Hours per week: 38,5 hours
• Workplace: Holzkern HQ in Vienna
• Salary: The salary for this position ranges from € 50.000 - € 56.000 per year. Your actual salary depends on your professional experience and qualifications.