Senior CRM Expert (m/w/d)

The Customization Group; Köln; Vor Ort; EUR 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Real ownership

Modern CRM + AI stack

International exposure

Health coverage

Paid leave

Zusammenfassung

The Customization Group in Cologne, Germany is seeking a Senior CRM Expert to own the lifecycle strategy across 20+ shops. You will define the retention roadmap, shape how we message millions of customers, and be the senior voice guiding the CRM team.

You will own end-to-end lifecycle programs, segmentation, measurement, and continuous improvement, mentoring the team and aligning with brand, product and data functions to maximize retention and revenue.

Qualifikationen

• Typically 5+ years in CRM/lifecycle/retention marketing with owning strategy
• Proven results improving retention or lifecycle KPIs you can discuss concretely
• Deep hands-on command of a CRM/ESP platform (Emarsys, Iterable, Braze, CleverTap or similar)
• Hands-on experience with agentic AI workflows you have built and run
• Strong on segmentation, testing and measurement—reasoning from data
• Working-level English for a globally distributed team

Aufgaben

• Own the lifecycle roadmap across shops and programs (welcome, retention, win-back, loyalty)
• Lead segmentation and targeting strategy across brands
• Own measurement; define KPIs, run tests, apply learnings
• Raise the bar by mentoring the CRM team and setting quality standards
• Partner cross-functionally with brand, product and data teams on retention agenda

Kenntnisse

CRM strategy

Retention marketing

Audience segmentation

A/B testing

English proficiency

Tools

Emarsys

Iterable

Braze

CleverTap

Jobbeschreibung

Senior CRM Expert (m/w/d)

Own our lifecycle marketing strategy across 20+ shops. You’ll set the retention roadmap, raise the bar on how we message millions of customers, and be the senior voice the CRM team learns from. This is the deep-expertise seat, not a first CRM job.

About the role

Have you owned a lifecycle strategy and moved the numbers — not just shipped campaigns? We're hiring the senior CRM seat: the person who sets the retention roadmap across 20+ shops and raises the bar for everyone around them.

TCG reaches millions of customers across 20+ shops, and retention is where a lot of the value sits. This role owns the lifecycle strategy end-to-end: which programs we run, how we segment, how we measure, and how we keep improving. You’ll set direction, dig into the hard problems yourself, and lift the whole team’s craft.

The Customization Group is a global leader in mass customization and print-on-demand e-commerce. We manufacture up to 2.5 million unique, personalized products daily across production sites in Germany, Poland, the USA, and Latvia. Millions of customers find us through our 20+ online shops and 1,000+ partner stores. Retention across that footprint is the lever this role owns.

In a nutshell - own the CRM strategy, drive the hard programs, and set the standard for the team.

At a glance

Location

Cologne, Germany

Fulltime · Onsite

Team

CRM / Lifecycle

reporting into CRM leadership

Scope

Lifecycle strategy

segmentation · measurement

Hours

CET overlap (required)

Riga & Cologne core hours

Experience

Typically 5+ years

incl. strategy ownership

Start date

Flexible

around your notice period

The role in detail

What you'll do, and what we need from you. Side by side, no surprises.

What you will do

Day-to-day, week-to-week. Real work, not job-description boilerplate.

• Own the lifecycle roadmap. Decide which retention programs we run across shops and why — welcome, retention, win-back, loyalty, reactivation.

• Lead segmentation & targeting strategy. Define how we slice audiences and match message to moment across brands.

• Own measurement. Set the KPIs, run the tests, and turn results into the next round of improvements.

• Raise the bar. Mentor the CRM team, review work, and set the standard for quality and process.

• Partner cross-functionally. Align with brand, product and data teams on the retention agenda.

Requirements

What we genuinely need. Short list on purpose.

Must have

• Typically 5+ years in CRM/lifecycle/retention marketing, including owning strategy, not only execution.

• Proven results improving retention or lifecycle KPIs you can talk through concretely.

• Deep hands-on command of a CRM/ESP platform (Emarsys, Iterable, Braze, CleverTap or similar).

• Hands-on, demonstrable experience with agentic AI — workflows you've actually built and run, not just general familiarity with AI tools.

• Strong on segmentation, testing and measurement — you reason from data.

• Working-level English for a globally distributed team.

Nice to have

• Multi-brand or multi-market CRM experience at scale.

• SQL for self-serve analysis.

Why this role

“The senior CRM seat at TCG” comes with real ownership, not a fancy title on someone else's roadmap. Here's what's actually true.

Ownership

The senior seat

You set the strategy rather than execute someone else’s — the roadmap is yours to defend.

Strategy owner

Scale

Leverage that shows up in numbers

20+ shops and millions of customers — good retention work moves real revenue here.

20+ shops | Millions of customers

Team

Anchor the team's craft

You shape how the CRM team works and learns — mentoring, reviewing, and setting the standard for quality and process.

Mentoring | Standards

Tooling

The stack behind the strategy

Emarsys as the CRM core, rich product and order data from our own manufacturing, and agentic AI to move faster. Gaps in the stack? You make the case for what's next.

Emarsys | Own data | Agentic AI

Who we're looking for

Two short lists. The "probably not a fit" column is on purpose — it makes the first column more credible, and saves both of us time.

Sounds like you?

• You’ve owned a lifecycle strategy and moved the numbers, not just shipped campaigns.

• You reason from data and can defend your choices.

• You like being the senior person others learn from.

• You can zoom from roadmap to a specific broken flow and back.

Probably not a fit if…

• You’re early-career or looking for your first CRM strategy role — this is a senior seat.

• You want to focus purely on execution and leave strategy to someone else.

• You’d rather not mentor or set standards for others.

• Time-zone overlap with European colleagues doesn’t work for you.

What we offer

A competitive salary per month, plus a benefits package that includes:

• Real ownership — the senior CRM seat, strategy included

• Modern CRM + AI stack — Emarsys + internal AI tools

• International exposure — globally distributed teams

• Local benefits — Health coverage, paid leave & local perks