crm manager for CRM self-service

HelloFresh; Berlin; Hybrid; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary package

Pension scheme

Wellbeing perks

Job summary

HelloFresh ищет руководителя CRM-операций, который возьмёт на себя развертывание программы самосервиса и координацию с Product и Engineering. Вы будете формировать окружение CRM, обучать команду и обеспечивать безопасные коммуникации с клиентами.

Кандидат должен иметь опыт в CRM-операциях не менее 4 лет, умение документировать процессы и управлять рисками. Роль предполагает гибридный формат работы в Берлине и участие в развитии дорожной карты CRM.

Qualifications

• Требуется опыт управления крупными инициативами в кросс-функциональных командах.

Responsibilities

• Руководить развёртыванием CRM-самослуживания от рамок до запуска и внедрения.
• Сотрудничать с продуктом и инженерией для определения окружения CRM.
• Развивать контекст и обучение для пользователей CRM.
• Разрабатывать документацию, обучение и процессы по безопасной рассылке.
• Проектировать обучение для локальных маркетинговых и продуктовых команд.
• Определять метрики успеха и отчётность.
• Идентифицировать сценарии самосервиса и управлять переходами.
• Развивать масштабиреемые инициативы CRM-команды.
• Синхронизироваться с командами CreativeTech и CRM-Operations для внедрения AI в CRM.

Skills

Проектный менеджмент

Межфункциональное сотрудничество

Работа с agile

Опыт в CRM-операциях

Обучение пользователей

Документация процессов

Управление рисками

Адаптация AI в CRM

Iterable (желательное)

Tools

Iterable

Job description

Описание: HelloFresh enables local marketing and product teams to communicate directly with customers through push notifications, in-app messaging, and emails. Its central Growth function works to provide the tools, guardrails, and knowledge needed to do this efficiently and in a customer-centric way.

Задачи:

• Lead the CRM self-service rollout end to end, from framing the scope and aligning stakeholders to launching the programme and tracking adoption
• Collaborate with Product and Engineering to define the agentic CRM environment, represent user needs, and help prioritise development
• Build the skills and context CRM agents need to create reliable, on-brand campaigns within guardrails
• Develop documentation, training, and processes that enable teams to send communications safely without central support
• Design and run user-centric training and onboarding for local marketing and product teams, and turn feedback into improvements
• Define and create reporting to measure success
• Identify use cases for self-service and manage each transition end to end
• Own cross-functional initiatives that make the CRM team more scalable and efficient
• Collaborate with the CreativeTech squad and CRM Operations to adapt AI use cases within CRM workflows
• Collaborate with Product and Engineering to shape the CRM product roadmap and prioritise development based on user needs

Требования:

• Strong project or programme management skills and experience driving complex initiatives across cross-functional stakeholders, including Tech, Product, and local teams
• Experience working in or closely with product and engineering teams, ideally using agile or sprint-based methods
• Experience applying AI to real workflows, such as automating processes, creating content, or analysing data, and helping non-technical colleagues do the same
• At least 4 years of CRM operations experience, including building and sending campaigns on at least one major CRM platform
• Experience training non-specialist users and explaining technical topics in plain language
• Strong documentation, process design, and knowledge-sharing skills
• Attention to detail in governance and ability to identify risks before they become incidents
• Comfort with ambiguity and changing priorities, and ability to switch between projects and create structure where none exists
• Будет плюсом: Experience with Iterable

Условия:

• Competitive salary package
• HelloFresh-subsidized pension scheme
• Savings on weekly HelloFresh boxes
• Discounts through corporate benefits and Vorteile
• Access to Headspace and Spill 24/7
• Office gym access, discounted Urban Sports Club membership, and other wellbeing resources
• Sabbatical leave options in addition to standard time off
• Sustainable travel perks and transportation benefits
• Internal training, the HelloFresh Academy, and a dedicated budget for German language courses
• In-office meal deals and fresh food options
• Parent-friendly policies, an in-office kids corner, and an on-site babysitter
• The role offers a flexible hybrid model