Associate Director Marketing Lifecycle, CC outbound (all genders)

HelloFresh SE; Berlin; Hybrid; EUR 120,000 - 180,000; Full time

Benefits offered by this job

HelloFresh box discounts

Learning & development budget

Flexible working hours

Home office setup budget

Onboarding and buddy program

Team events

Job summary

HelloFresh SE in Berlin leads a senior CRM strategy role focused on outbound lifecycle management across markets. You will shape strategy for call center outbound, partner with operations, product and marketing, and drive customer reactivation and targeted campaigns.

The role emphasizes data-driven decisions and AI-enabled insights for improved customer experiences. The position offers flexible work arrangements, development budgets, and a collaborative environment within a fast-growing global

Qualifications

• Experience in CRM/Lifecycle Marketing, campaign management and product collaboration.
• Strong interpersonal skills to influence across international teams.
• Ownership mentality with ability to deliver in a fast-paced environment.
• Strong analytical skills to derive actionable insights from data.
• Ideally hands-on experience in Call Centres and experimentation/testing.

Responsibilities

• Develop and implement annual strategic plans for Call Centre Outbound initiatives.
• Manage the CC Outbound for the full customer lifecycle, from leads to reactivation.
• Collaborate with CC Operations, cross-functional teams and markets to align with business goals.
• Design and execute outbound campaigns and steer performance for ROI.

Skills

CRM/Lifecycle

Campaign management

Data analysis

Cross-functional collab

Call centers

Experimentation

Tools

CRM tools

Job description

At HelloFresh, our mission is simple: to change the way people eat, forever. As a global digital-native FMCG company and the world's leading mealkit provider, we are transforming the traditional food supply chain through a data-driven, on-demand model that enables scalable and more sustainable food delivery. The HelloFresh Group includes eight brands serving customers across multiple meal occasions, including HelloFresh, Green Chef, EveryPlate, and Chefs Plate, as well as ready-to-eat meals from Factor and YouFoodz, meat and seafood subscriptions through Good Chop, and pet nutrition with The Pets Table. Through technology, data, and culinary innovation, we deliver personalized food experiences to millions of households worldwide.

The role

The Associate Director for Lifecycle, CC Outbound, owns the outbound call center channel strategy and performance for millions of former customers across all 17 of our international markets and all our brands. We are looking for a CRM expert, who is interested in running strategy for Call Center, with a high level of autonomy and agility. You will own the strategic development, performance and strategic innovations for this channel, working closely with the Call Center Operations team. Your scope includes steering performance and managing budgets, implementing strategies that will unlock a better customer experience, under consideration of country-specific idiosyncrasies. It also means developing this channel into one of our prime sources of insight to customer sentiment and inspiration for product improvements at scale (e.g., through the use of AI tools). Moreover, you will own the performance of this channel, which includes setting targets together with our local market CMOs and day-to-day steering of conversions, cost and ROI together with our VP of customer care and his operations managers.

What you’ll do

CRM Strategy Development

• Develop and implement annual strategic plans for Call Centre Outbound initiatives
• Manage the CC Outbound for the full customer lifecycle, from leads to reactivation
• Collaborate with CC Operations, cross-functional teams, local markets and international marketing leadership to align strategies with overall business goals.

Personalization of Customer Interaction

• Work with L&D, Brand and local teams to enrich the training for agents, adding the local context, address the customer needs and have the best pitch for the customer
• Test personalized offers for customers
• Utilize AI tools to improve customer interactions and call content

Call Centre Outbound Campaign Management

• Design and execute outbound communication campaigns. Provide guidance on campaign targeting, messaging, incentives and timing to maximize conversion rates.
• Own and steer campaign performance, maximizing ROI and effectiveness.
• Ensure all outbound communication activities comply with relevant regulations and internal expectations (e.g., via quality assurance measures)

Data Analysis and Tech Tooling

• Leverage data analysis to identify, test and evaluate impactful reactivation strategies and improvement opportunities
• Evaluate and implement CRM tools to enhance the efficiency and effectiveness of outbound initiatives, coordinating with Call Center Operations and CommsTech.

What you’ll bring

• Experience in and a passion for delivering excellent and effective customer experiences (e.g., working in CRM/Lifecycle Marketing, campaign management, Product, etc.)
• Strong interpersonal skills with an ability to influence and motivate people at all levels within international environments and across a broad variety of job functions.
• Strong ownership mentality and drive to deliver results, including experience with prioritizing for highest impact and managing trade-off decisions in a fast-paced environment.
• Strong analytical skills and the ability to derive actionable insights from data
• Ideally hands-on experience working with or in Call Centres
• Ideally experience in Experimentation/Testing

What we offer

• Modern and comfortable working space with great co-workers in Berlin-Kreuzberg
• Discount for HelloFresh boxes and Convini products
• Development possibilities along with internal trainings and a yearly Learning & Development budget
• Flexible working hours including Work From Home/Work from Abroad/Sabbatical Policy, as well as a home office set up budget
• Extensive Onboarding and Buddy Program
• Social events including team events, Friday beers, company runs, book club, etc.
• Discounted fitness offers with our Urban Sports Club and John Reed partners and yoga classes
• Well-being initiatives in cooperation with Headspace and Spill
• Childcare and company pension scheme benefit
• Monthly transportation budget via NAVIT