Customer Lifecycle Specialist

Royal Queen Seeds; Montornès del Vallès; On-site; EUR 42,000 - 55,000; Full time

Benefits offered by this job

Annual performance-based bonus

Career development plan and growth

Job summary

Royal Queen Seeds, with offices near Barcelona, is seeking a Customer Lifecycle Specialist to optimize the customer journey across support and CRM touchpoints. You will manage lifecycle campaigns, automation, segmentation, and AI-assisted support in collaboration with the Marketing team.

The role emphasizes CRM strategy, journey optimization, data-driven personalization, and compliance with GDPR while delivering high-quality customer experiences across channels.

Qualifications

• Experience with CRM platforms such as HubSpot, Salesforce or similar.
• Proven ability to manage lifecycle campaigns, automation, segmentation, and AI-assisted support.
• Fluent in English; Spanish is a plus.
• Driver's license is required.

Responsibilities

• CRM Strategy & Lifecycle Management: support CRM strategies across the full customer lifecycle.
• Customer Journey Optimization: analyze touchpoints and improve engagement and retention.
• Segmentation & Personalization: build segments for personalized communications.
• CRM Campaign Development & Execution: plan and execute campaigns across channels.
• CRM Automation & Workflow Optimization: build and optimize automated workflows.
• CRM Data Management: maintain data quality and hygiene across CRM platforms.
• Performance Analysis & Reporting: monitor KPIs and translate results into actions.
• Testing & Continuous Improvement: run tests to improve campaigns and workflows.
• Compliance & Data Privacy: ensure GDPR and data protection compliance.
• Customer Experience: manage first-line inquiries and provide high-quality support.
• Escalation Management: coordinate complex cases for effective resolution.
• AI Support Optimization: monitor AI interactions and provide feedback for improvements.

Skills

CRM Platforms

Lifecycle Management

Customer-Centric Mindset

AI & Automation Mindset

Adaptable & Dynamic

Bilingual Communication

Strong Organizational Skills

Clear Communicator

Troubleshooting & Optimization

Tech-Savvy

Data Privacy Awareness

Driver's License

Job description

At Royal Queen Seeds, we're always growing. Our digital team works from our modern offices just outside Barcelona, where an open, collaborative environment brings together people, ideas, and technology.

Today, Royal Queen Seeds is an international brand serving both hobby growers and professional cultivators across Europe and the U.S.

A bit of history

Our roots go back to 2007, driven by a passion for cannabis breeding and genetics. In 2010, we opened our first store in Amsterdam, followed by the launch of the Royal Queen Seeds website in 2011.

Since then, we've continued to innovate and evolve, introducing new genetics and innovations such as the F1 Hybrid seeds.

Customer Lifecycle Specialist

As a Customer Lifecycle Specialist, you will be responsible for optimizing the customer journey across support and CRM touchpoints. You will manage lifecycle campaigns, automation, segmentation, and AI-assisted support to improve customer engagement, satisfaction, and retention while collaborating with Marketing team.

Key Responsibilities

• CRM Strategy & Lifecycle Management: Support the development and implementation of CRM strategies across the full customer lifecycle, including acquisition, onboarding, engagement, retention, reactivation, and win-back.
• Customer Journey Optimization: Analyze customer journey touchpoints, identify friction points and opportunities, and implement initiatives to improve customer experience, engagement, and retention.
• Segmentation & Personalization: Build and maintain customer segments based on behavior, demographics, engagement, and lifecycle stage to deliver relevant and personalized communications.
• CRM Campaign Development & Execution: Plan, create, and execute CRM campaigns across channels, including promotional emails, newsletters, onboarding journeys, nurturing flows, retention campaigns, and automated lifecycle communications.
• CRM Automation & Workflow Optimization: Build, maintain, and optimize automated CRM workflows to improve lifecycle management, operational efficiency, and customer engagement.
• CRM Data Management: Maintain high standards of customer data quality, accuracy, segmentation, and database hygiene across CRM platforms and customer touchpoints.
• Performance Analysis & Reporting: Monitor and report on CRM and customer experience KPIs, including engagement, conversion, retention, churn, response and resolution times, and CSAT. Translate results into actionable recommendations.
• Testing & Continuous Improvement: Conduct ongoing testing and optimization of campaigns, customer journeys, segmentation, messaging, and automated workflows to improve performance.
• Compliance & Data Privacy: Ensure CRM activities and customer data practices comply with applicable data protection requirements, including GDPR and other relevant regulations.
• Customer Experience: Manage, analyze, and resolve first-line customer inquiries and cases, ensuring timely, accurate, and high-quality support across customer touchpoints.
• Escalation Management: Handle and coordinate complex customer cases, working with relevant internal teams to ensure effective resolution.
• AI Support Optimization: Monitor AI support agent interactions, identify recurring issues, flag inaccuracies and knowledge gaps, and provide actionable feedback to continuously improve AI-assisted customer service.

The abilities we think would be a great match

• Proficient in CRM Platforms: Skilled in CRM systems such as HubSpot, Salesforce, or similar, as well as marketing automation and customer support tools.
• Customer Lifecycle Management: Able to create and manage personalized, data-driven customer journeys across lifecycle channels (email, push, etc.), tailored to different segments and lifecycle stages.
• Customer-Centric Mindset: Strong focus on understanding customer needs, resolving issues, and identifying opportunities to improve the overall customer experience.
• AI & Automation Mindset: Comfortable working with AI-powered support and automation tools, monitoring performance, identifying gaps, and suggesting improvements.
• Adaptable and Dynamic: Able to thrive in a fast-paced environment and quickly adapt to new challenges, processes, and technologies.
• Bilingual Communication Skills: Fluent in English (required); Spanish is a plus.
• Strong Organizational Skills: Capable of managing multiple customer cases, CRM workflows, campaigns, and priorities while maintaining attention to detail.
• Clear Communicator: Strong written and verbal communication skills for customer interactions, internal documentation, and lifecycle communications.
• Troubleshooting & Optimization: Able to identify issues across customer journeys, CRM data, segmentation, workflows, and support processes and propose effective solutions.
• Tech-Savvy: Quick to learn, adopt, and effectively use new digital tools, technologies, and platforms.
• Data Privacy Awareness: Knowledge of GDPR and data protection best practices for managing customer data responsibly.
• Driver's License and Car Required: A valid driver's license and access to a car are required.
• Opportunity to have a real impact in a high-growth global category leader
• Competitive employment conditions
• Dynamic, collaborative, and innovative work environment
• Opportunities for professional growth and career development
• Be part of an exciting and rapidly evolving industry
• Work from our modern offices near Barcelona
• Enjoy free food, drinks, and fresh fruit at the office

What can we offer you?

• Annual performance-based bonus
• Personalized development plan and career growth opportunities