Senior CRM Manager - Transformation (all genders)

HelloFresh; Berlin; Hybride; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Pension scheme

Box discount

Corporate benefits

Headspace access

Spill access

Gym access

Urban Sports Club

Hybrid work

Sabbatical

Language courses

Résumé du poste

HelloFresh is seeking a Senior CRM Manager - Transformation to lead a 0-to-1 self-service CRM initiative. You’ll own end-to-end rollout, partner with Product and Engineering to build an AI-enabled CRM environment, and advocate for user needs across local marketing and product teams.

In this role you’ll design playbooks, train teams, measure adoption, and push for scalable cross-functional projects that improve CRM operations while safeguarding the system from misuse and guiding teams through

Qualifications

• Strong project or programme management across cross-functional stakeholders.
• Experience with product and engineering teams, agile/sprint-based ways of working.
• Experience applying AI to real workflows.
• CRM operations experience (4+ years) with campaigns on a major CRM platform (Iterable).
• Experience training non-specialist users.
• Documentation and knowledge sharing.
• Governance with risk awareness.
• Ability to handle ambiguity and changing priorities.

Responsabilités

• Lead the self-service rollout: Take end-to-end ownership of the programme, from framing the scope and aligning stakeholders to launching and tracking adoption
• Shape the future CRM platform: Collaborate with Product and Engineering to define how our agentic CRM environment should work, bringing in the needs of users and helping prioritise what gets built next
• Steer CRM Agents: Build the skills and context agents need to create campaigns reliably, on brand and within our guardrails
• Build frameworks and playbooks: Develop the documentation, training and processes that let teams send safely without central support
• Enable the teams: Design and run user centric training and onboarding for local marketing and product teams, and turn user feedback into improvements
• Make performance visible: Define and create reportings to measure success
• Scale what works: Identify new use cases to move to self-service and manage each transition end to end
• Drive the next CRM initiatives: Once self-service is established, take ownership of further cross-functional projects that make our CRM team more scalable and efficient
• Modernize processes with AI: Collaborate with the CreativeTech squad and CRM Operations to adapt AI use cases within our CRM workflows
• Influence the CRM product roadmap: Collaborate with Product and Engineering to shape the future CRM platform, bringing in the needs of users and helping prioritise what gets built next

Connaissances

CRM operations

AI in workflows

Project management

Product & Engineering collaboration

Training non-specialists

Documentation

Governance

Ambiguity tolerance

Outils

Iterable

Description du poste

The role

We are looking for a Senior CRM Manager - Transformation to make CRM Self-Service at HelloFresh a reality.

Our central Growth function has a clear vision: Enabling our local marketing and product teams to reach our customers directly, via push notifications, in-app messaging and emails. For this to work in an efficient and customer-centric way, the right guardrails, tools and knowledge need to be in place.

Your first mission is to design, launch and scale our CRM self-service model. You’ll do this hand in hand with our CreativeTech squad (Product and Engineering), who are building the future CRM environment in an AI-native way. You’ll work closely with the squad, and potentially be embedded in it. You’ll be the voice of CRM and of our internal users, helping define what this environment needs to look like so teams can send communications safely and independently.

This is 0-to-1 work in a highly ambiguous space where no one has been before: no playbook, no rules. AI and LLMs change fast and often, so you’ll think about what we need in the future, even if today’s models aren’t ready yet, and be prepared for when they catch up. The learning curve will be steep, but you’ll climb it on the go, together with the team. Our goal: protect our environment from the agents, and protect the agents from our environment.

From there, your focus will follow where CRM needs it most. You’ll take on further transformation projects, so this role is for someone who enjoys building something new and then moving on to the next challenge.

Above all, we are looking for people who willmake HelloFreshbetter.We believe there are many different ways of developing skills and we love diverse experiences! So even if you don’t “tick all the boxes” but think you’d thrive in this role, we would really like to learn more about you.

What you’ll do

• Lead the self-service rollout: Take end-to-end ownership of the programme, from framing the scope and aligning stakeholders to launching and tracking adoption
• Shape the future CRM platform: Collaborate with Product and Engineering to define how our agentic CRM environment should work, bringing in the needs of users and helping prioritise what gets built next
• Steer CRM Agents: Build the skills and context agents need to create campaigns reliably, on brand and within our guardrails
• Build frameworks and playbooks: Develop the documentation, training and processes that let teams send safely without central support
• Enable the teams: Design and run user centric training and onboarding for local marketing and product teams, and turn user feedback into improvements
• Make performance visible: Define and create reportings to measure success
• Scale what works: Identify new use cases to move to self-service and manage each transition end to end
• Drive the next CRM initiatives: Once self-service is established, take ownership of further cross-functional projects that make our CRM team more scalable and efficient
• Modernize processes with AI: Collaborate with the CreativeTech squad and CRM Operations to adapt AI use cases within our CRM workflows
• Influence the CRM product roadmap: Collaborate with Product and Engineering to shape the future CRM platform, bringing in the needs of users and helping prioritise what gets built next

What you’ll bring

• Strong project or programme management skills, with experience driving complex initiatives across many cross-functional stakeholders, including Tech, Product and local teams
• Experience working in or closely with product and engineering teams, ideally in agile or sprint-based ways of working
• Experience applying AI to real workflows, such as automating processes, creating content or analysing data, and the ability to help non-technical colleagues do the same
• Solid CRM operations experience (4+ years): you have built and sent campaigns on at least one major CRM platform (ideally Iterable) and know how things can go wrong
• Experience training non-specialist users and explaining technical topics in plain language
• A natural instinct for documentation, process design and knowledge sharing
• A detail-oriented approach to governance: you spot risks before they become incidents
• Comfort with ambiguity and changing priorities: you can switch between projects and build structure where none exists yet

What we offer

Compensation & Financial Wellbeing

• You’ll receive a competitive salary package, including a HelloFresh-subsidized pension scheme.
• Enjoy savings on your weekly HelloFresh box.
• Save with discount schemes with corporate benefits and Vorteile.

Health & Wellbeing

• Support your mental wellbeing with access to platforms like Headspace and Spill.
• Stay active with 24/7 office gym access, a discounted Urban Sports Club membership, and other wellbeing resources.

Flexibility & Work-Life

• Balance your life with our flexible hybrid model.
• Recharge with sabbatical leave options in addition to standard time off.
• Get to work with ease through sustainable travel perks and transportation benefits.

Career & Development

• Embrace "Learning Never Stops" with internal training, the HelloFresh Academy, and a dedicated budget for German language courses.

Culture & Environment

• Enjoy tasty in-office meal deals and fresh food options.
• We support working families with parent-friendly policies, an in-office kids corner, and an on-site babysitter.