Experience Manager (CRM, Customer Care & Insights) (f/m/d)

Flybaby GmbH; Berlin; Hybrid; Vertraulich; Vollzeit

Zusammenfassung

Ein innovatives Lifestyle-Unternehmen in Berlin sucht einen CRM & Lifecycle Marketing Manager (m/w/d), der verantwortlich ist für die Automatisierung in Klaviyo, die Kundenkommunikation und -interaktionen. Sie müssen Erfahrung in der D2C-E-Commerce-Branche mitbringen, kreative Kampagnen planen und ein freundliches, elternorientiertes Schreiben pflegen. Diese Rolle bietet Flexibilität mit einem hybriden Arbeitsansatz, kreative Freiräume und die Möglichkeit, echten Einfluss zu nehmen.

Leistungen

Hohe Eigenverantwortung

Kreative Freiheit

Kleine Teams

Flexibles hybrides Arbeitsmodell

Qualifikationen

• Mindestens nachweisbare Erfahrung mit Klaviyo erforderlich.
• Starke Kenntnisse in CRM-Strategie und Lebenszyklus-Marketing notwendig.
• Fähigkeit, in einem freundlichen, elternorientierten Stil zu schreiben.

Aufgaben

• Automatisierte Kampagnen und Flows in Klaviyo erstellen und optimieren.
• Kundenanfragen über Gorgias schnell und lösungsorientiert bearbeiten.
• CRM-Leistungskennzahlen überwachen und analysieren.

Kenntnisse

Klaviyo Erfahrung

CRM-Strategie und Automatisierung

Exzellente Schreibfähigkeiten

Kreatives und analytisches Denken

Technisches Setup und E-Mail-Testing

E-commerce Erfahrung (D2C)

Aufmerksamkeit für Details

Starke organisatorische Fähigkeiten

Tools

Gorgias

Shopify

Jobbeschreibung

📍 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 !