Senior CRM & Retention Manager (D2C Subscription Focus)

HER ONE; Berlin; On-site; EUR 75,000 - 110,000; Full time

Job summary

A wellness solutions company in Berlin seeks a Senior CRM & Retention Manager to enhance customer loyalty and retention initiatives. The ideal candidate will have 3-5+ years in CRM, a strong background in E-commerce Marketing, and expertise with tools like Klaviyo. Responsibilities include ownership of customer loyalty KPIs, strategic development for subscription growth, and mentoring a junior team member.

Qualifications

• 3-5+ years of experience in CRM, Retention, or E-commerce Marketing.
• Mastering analytical skills in core CRM KPIs.
• Expertise in building and optimising subscription models.
• Experience building and optimizing subscription models and retention initiatives.
• Strong ability to prioritise heavy workload and manage multiple initiatives.
• Entrepreneurial ownership with a C-level mindset.
• Excellent communication and presentation skills for management.
• Experience with analytical tools such as Bythenumbers, Klar, or Loop (preferred).

Responsibilities

• Define and own all loyalty KPIs for customer retention.
• Design strategies to increase subscription penetration.
• Implement measures to reduce cancellations.
• Analyze cohorts to inform CRM initiatives and decisions.
• Design automated customer journeys across Email (Klaviyo), WhatsApp, and SMS.
• Lead structured A/B testing to maximize CRM performance.
• Mentor junior team members and collaborate cross-functionally.
• Report progress to C-level and management and drive decisions.

Skills

Analytical skills in cohort analysis

Expertise in CRM platforms like Klaviyo

Communication skills

Experience in E-commerce Marketing

Entrepreneurial Ownership

Segmentation

Lifecycle marketing

Data-driven

Communication

Tools

Klaviyo

Bythenumbers

KLAR

Loop

Job description

Join to apply for the Senior CRM & Retention Manager (D2C Subscription Focus) role at HER ONE

Your mission

As Senior CRM & Retention Manager, you take full strategic and operational ownership of major parts of our Customer Loyalty initiatives. Your core mission is to be the expert driver of Customer Lifetime Value (CLV) by rapidly scaling our subscription model and drastically reducing churn. You will execute high-impact projects, mentor a junior team member, and have a clear pathway to a Team Lead role.

What You’ll Do:

• CLV & Retention Ownership: Define and own all loyalty KPIs (Churn, Retention Rate, CLV, Subscription-Retention) and develop the high-level strategy and roadmap to hit these targets.
• Subscription Scaling: Design and execute advanced, multi-step strategies to increase subscription penetration and loyalty (e.g., sophisticated upsell logic, incentive structures, offer models).
• Churn Prevention: Be the expert on churn, developing and implementing high-impact, sophisticated measures to reduce cancellations (e.g., dynamic discount logic, complex exit flows, tailored advice).
• Expert Cohort Analysis: Master customer behaviour and segmentation, translating complex data into precise, high-leverage CRM initiatives.
• Lifecycle Automation: Expertly strategise and implement automated, trigger-based customer journeys across Email (Klaviyo), WhatsApp, and other channels (e.g., SMS).
• Testing & Tool Stack: Create and manage a structured A/B testing roadmap for maximum impact. Maximize the performance of our CRM and analytical tools (Klaviyo, Bythenumbers, KLAR, Loop).
• Mentoring & Leadership: Act as a technical mentor for a growing team and actively contribute to cross-functional clarity and prioritisation across the company.
• Visibility: Proactively engage with the C-level and management team, reporting on progress and driving solution-oriented discussions.

Your profile

YOU BRING

• 3-5+ years of expert, hands-on experience in CRM, Retention, or E-commerce Marketing, ideally in a high-growth D2C Subscription environment.
• Mastery of analytical skills in cohort analysis, segmentation, and driving core CRM KPIs (CLV, Churn Rate, CM2).
• Expert-level practical experience with a major CRM platform like Klaviyo (advanced automation, deep segmentation, performance analysis).
• Proven expertise in building and optimising subscription models and a strong track record of successful, high-impact churn prevention.
• Exceptional ability to structure and prioritise a heavy workload, managing multiple initiatives concurrently with high quality.
• Entrepreneurial Ownership: You think beyond your area, make high-stakes decisions, and drive topics with a C-level mindset.
• Strong Communication: You distil complexity, communicate clearly, and have experience presenting strategies to management.
• (Preferred) Extensive experience with analytical tools like Bythenumbers, Klar, or Loop.

About Us

HER ONE empowers women through personalized wellness solutions, nurturing health and beauty at every life stage.

Our customer-centric, digital-first approach seamlessly blends nature and science, creating effortless healthy habits.

From gut health to beauty, overall well-being to weight management, our carefully crafted range—including functional snacks—supports the modern woman's journey to her best self.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Marketing