Customer Journey Manager (CRM & Customer Engagement)

Shine; Madrid; Presencial; EUR 42.000 - 66.000; Jornada completa

Descripción de la vacante

Shine is seeking a Customer Journey Manager to own and optimize the customer lifecycle for our Accounting & Invoicing solutions. You will design, implement, and continuously refine journeys from onboarding to win-back across Contasimple and Billage.

Collaborate with Marketing, Product, Customer Success, Sales and Data teams to ensure timely, relevant interactions that drive adoption, retention and growth. Strong English/Spanish communication and a proactive, ownership mindset are essential.

Formación

• 3–5+ years of experience in CRM, Lifecycle Marketing, Marketing Automation or Customer Journey Management.
• Experience building automated customer journeys.
• Hands-on experience with CRM or marketing automation platforms.
• Strong analytical mindset.
• Comfortable working with customer segmentation and behavioural data.
• Experience running A/B tests.
• Excellent organizational skills.
• Strong communication skills in both English and Spanish
• Ability to manage multiple projects simultaneously.
• Proactive attitude and ownership mentality.

Responsabilidades

• Design, build and optimize automated customer journeys across the customer life-cycle.
• Develop onboarding, activation, engagement, retention and reactivation campaigns.
• Continuously identify opportunities to improve customer experience through automation and personalization.
• Ensure a consistent customer experience across all communication channels.
• Plan, execute and optimize CRM campaigns for Contasimple and Billage.
• Segment audiences based on customer behavior, life-cycle stage and business objectives.
• Create targeted communications via email, in-app messaging, push notifications and other CRM channels.
• Coordinate campaign calendars with Product Marketing and Commercial teams.
• Build and maintain automated workflows using Customer Journey tools.
• Manage customer segmentation, triggers and behavioural automation.
• Ensure campaigns are properly tested before launch.
• Continuously optimize workflows based on performance.
• Monitor campaign performance and customer journey KPIs.
• Analyse customer behavior to identify opportunities for improvement.
• Run A/B tests to improve engagement and conversion.
• Prepare regular reporting and actionable recommendations.

Conocimientos

CRM experience

Lifecycle marketing

Marketing automation

Customer journey design

Data-driven

A/B testing

Organizational skills

English & Spanish communication

Multi-project management

Proactive ownership

Herramientas

Ortto

ActiveCampaign

Intercom

HubSpot

Braze

Salesforce Marketing Cloud

Marketo

Descripción del empleo

Shine is the financial copilot for entrepreneurs and small business owners. Founded by serial entrepreneurs Rico Andersen and Martin Hegelund, Shine is a leading European fintech unicorn on a mission to restore the joy of running a business, by ending wasted time on financial admin. Shine offers a connected solution for invoicing, accounting, payroll, business accounts, payments, and financing, meaning business owners can focus their energy on growing a healthy business, not held back by manual admin.

Part of something bigger

Today we're part of Cegid, a European leader in cloud software for finance and accounting. Together we're building Europe's leading financial copilot for small businesses and their accountants.

Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach over one million small businesses and 15,000 accountants across Europe.

We're a multicultural team working from France, Germany, Denmark and the Netherlands, contributing to a wider European network that spans Spain, Portugal.

Your Hiring Experience Matters

Just as we respect our customers' time, we respect yours. Your experience with Shine and Cegid should feel simple, transparent and genuinely supportive.

If this sounds like somewhere you want to grow, we'd love to hear from you.

Your Role as a Customer Journey Manager (CRM & Customer Engagement)

We are looking for a Customer Journey Manager to own and optimize the customer lifecycle for our Accounting & Invoicing solutions (Contasimple and Billage).

This person will be responsible for designing, executing and continuously improving customer journeys across the entire lifecycle, from onboarding and activation to engagement, retention, expansion and win-back.

Working closely with Marketing, Product, Customer Success, Sales and Data teams, this role will ensure that every customer interaction is timely, relevant and contributes to improving customer experience, adoption and business growth.

What you'll do

Customer Journey Management

• Design, build and optimize automated customer journeys across the customer life-cycle.
• Develop on-boarding, activation, engagement, retention and reactivation campaigns.
• Continuously identify opportunities to improve customer experience through automation and personalization.
• Ensure a consistent customer experience across all communication channels.

CRM Campaigns

• Plan, execute and optimize CRM campaigns for Contasimple and Billage.
• Segment audiences based on customer behavior, life-cycle stage and business objectives.
• Create targeted communications through email, in-app messaging, push notifications and other CRM channels.
• Coordinate campaign calendars with Product Marketing and Commercial teams.

Marketing Automation

• Build and maintain automated workflows using Customer Journey tools.
• Manage customer segmentation, triggers and behavioral automation.
• Ensure campaigns are properly tested before launch.
• Continuously optimize workflows based on performance.

Platforms

Own The Day-to-day Management Of Platforms Such As

• Ortto
• ActiveCampaign
• Intercom

Support Additional Customer Engagement Tools When Required

Analytics & Optimization

• Monitor campaign performance and customer journey KPIs.
• Analyse customer behavior to identify opportunities for improvement.
• Run A/B tests to improve engagement and conversion.
• Prepare regular reporting and actionable recommendations.

Cross-functional Collaboration

Partner With

• Marketing
• Product
• Customer Success
• Sales
• Data & Analytics

to deliver seamless customer experiences aligned with business objectives.

About You

• 3–5+ years of experience in CRM, Lifecycle Marketing, Marketing Automation or Customer Journey Management.
• Experience building automated customer journeys.
• Hands-on experience with CRM or marketing automation platforms.
• Strong analytical mindset.
• Comfortable working with customer segmentation and behavioural data.
• Experience running A/B tests.
• Excellent organizational skills.
• Strong communication skills in both English and Spanish
• Ability to manage multiple projects simultaneously.
• Proactive attitude and ownership mentality.

Nice to have

Experience With

• Ortto
• ActiveCampaign
• Intercom
• HubSpot
• Braze
• Salesforce Marketing Cloud
• Marketo

Experience in SaaS or subscription businesses is highly valued.

Our recruitment process

• 1 30' call with Talent Acquisition
• 45' interview with Hiring Manager
• A 60' business case presentation to highlight your skills and give you a hands-on feel for the role
• A team introduction, followed by a soft skills interview based on personality assessments to see how we can best support your growth at Shine

What we offer

• Impact: This team is foundational to ensuring multiple aspects of Shine’s business is operating as the best on the market.
• Ownership: Join a team and help shape its mission just as it’s getting started, with support from experienced leaders.
• Innovation: Work in a dynamic, ambitious environment with space to grow and try our ideas and approaches
• Mission-driven: Likes our mission to help entrepreneurs succeed by giving them better, smarter banking and administrative tools.

Equal Opportunity Employer

We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.