Senior CRM & Process Specialist

PEPCO Poland Sp. z o.o.; Województwo wielkopolskie; Híbrido; PLN 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Life insurance

Medical care

Learning platform

Employee discounts

Descripción de la vacante

Pepco Poland is seeking a Senior CRM & Process Specialist in Poznań to design and optimize end-to-end customer journeys and automated CRM processes across the lifecycle. You will define logic, triggers, personalization, and eligibility criteria for multi-channel communications.

The role requires hands-on experience with platforms like Synerise, Salesforce Marketing Cloud, Braze or Adobe Campaign, plus strong data-driven and cross-functional collaboration skills.

Formación

• 5+ years of experience in CRM, Marketing Automation, Customer Journey Management or Lifecycle Marketing.
• Proven experience in designing and implementing automated customer journeys, CRM processes and multi-channel communications.
• Hands-on experience with Marketing Automation/CDP platforms such as Synerise, Salesforce Marketing Cloud, Braze, Adobe Campaign or similar.
• Strong knowledge of customer journey orchestration, personalization, dynamic content, segmentation, targeting and lifecycle management.
• Ability to design data-driven CRM solutions and translate business requirements into automation workflows and process improvements.

Responsabilidades

• Design and optimize end-to-end customer journeys and automated CRM processes across the customer lifecycle.
• Define journey logic, triggers, decision rules, personalization, segmentation, targeting and eligibility criteria.
• Develop dynamic, event-based and real-time communication scenarios across email, push, in-app and mobile channels.
• Automate and scale CRM campaigns by leveraging customer data, behavioural insights and personalization frameworks.
• Configure and manage customer journeys within Marketing Automation platforms (e.g. Synerise).
• Ensure seamless integration of customer data, content, segmentation and campaign execution across systems and channels.
• Identify and translate business, data and system requirements into scalable CRM and personalization solutions.
• Monitor, analyze and continuously optimize journey performance, engagement, conversion and customer experience.
• Design and coordinate A/B testing, validation and continuous improvement initiatives.
• Create documentation, establish best practices and ensure consistency and scalability across markets.
• Partner closely with CRM, Loyalty, Content, Commercial, Data, E-commerce and IT teams to deliver effective customer engagement strategies.

Conocimientos

CRM & Marketing Automation

Journey orchestration

A/B testing

Data-driven CRM

Cross-functional collaboration

Educación

Bachelor’s or Master’s degree

Herramientas

Synerise

Salesforce Marketing Cloud

Braze

Adobe Campaign

Descripción del empleo

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Pepco is a well-known and respected brand, present in 19 European countries. Every month, over 36 million customers visit over 4,000 of our stores. This success is driven by over 31,000 employees in stores, distribution centers, and offices across Europe, who ensure the best shopping experience for our customers.

Our greatest strength comes from our people—their passion and energy inspire us to keep reaching higher! Join us and be a part of our success story!

Senior CRM & Process Specialist

Location

Poznań, wielkopolskie, PL, 60-479

Your key responsibilities will be:

• Design and optimize end-to-end customer journeys and automated CRM processes across the customer lifecycle.
• Define journey logic, triggers, decision rules, personalization, segmentation, targeting and eligibility criteria.
• Develop dynamic, event-based and real-time communication scenarios across email, push, in-app and mobile channels.
• Automate and scale CRM campaigns by leveraging customer data, behavioural insights and personalization frameworks.
• Configure and manage customer journeys within Marketing Automation platforms (e.g. Synerise).
• Ensure seamless integration of customer data, content, segmentation and campaign execution across systems and channels.
• Identify and translate business, data and system requirements into scalable CRM and personalization solutions.
• Monitor, analyze and continuously optimize journey performance, engagement, conversion and customer experience.
• Design and coordinate A/B testing, validation and continuous improvement initiatives.
• Create documentation, establish best practices and ensure consistency and scalability across markets.
• Partner closely with CRM, Loyalty, Content, Commercial, Data, E-commerce and IT teams to deliver effective customer engagement strategies.

Skills and experience we are looking for:

• 5+ years of experience in CRM, Marketing Automation, Customer Journey Management or Lifecycle Marketing.
• Proven experience in designing and implementing automated customer journeys, CRM processes and multi-channel communications.
• Hands-on experience with Marketing Automation/CDP platforms such as Synerise, Salesforce Marketing Cloud, Braze, Adobe Campaign or similar.
• Strong knowledge of customer journey orchestration, personalization, dynamic content, segmentation, targeting and lifecycle management.
• Ability to design data-driven CRM solutions and translate business requirements into automation workflows and process improvements.
• Good understanding of customer data ecosystems, including CRM/CDP, mobile apps, e-commerce platforms and Data Lakes.
• Experience in A/B testing, Test & Learn methodologies and performance optimization.
• Strong analytical, process-design and problem-solving skills with excellent attention to detail and customer-centric thinking.
• Ability to work effectively with cross-functional teams, including CRM, Content, E-commerce, Data/Analytics and IT.
• Very good English, communication, stakeholder management and collaboration skills.
• Bachelor’s or Master’s degree, preferably in Marketing, Business Administration, a technical field or a related discipline.
• Experience in retail, e-commerce or loyalty programs will be considered a strong advantage.

You are bound to like your job at Pepco because we guarantee:

• Work in an international company featured on the Forbes list of the best employers in Poland and beloved by millions of consumers in Poland and Europe.
• A competitive salary and real opportunities for promotion - the development of our employees is the cornerstone of our strategy!
• Life insurance on preferential terms, to feel secure.
• An extensive benefits platform offering a wide range of options - including medical care, sports cards, events, trips, shopping vouchers, and more.
• Discounts on purchases at Pepco stores - get your favorite products at even better prices!
• Unlimited access to LinkedIn Learning (for IT - Udemy Business), giving you thousands of expert-led courses to support your professional development, build new skills, and learn at your own pace.
• The opportunity to improve language skills by working in an international environment.
• Free psychological, legal, and financial consultations as part of our employee support program -our employees' well-being is our top priority!
• Smart Lunch - meal subsidies for the company canteen, giving access to daily on-site dishes at discounted prices.
• Financial recognition in the form of jubilee awards, additional days off, and loyalty-based discounts for employees celebrating their work anniversaries.
• A social fund providing additional financial support to ensure security and assistance in various life situations.
• A friendly atmosphere and support from colleagues who are eager to share their expert knowledge - despite being a large organization, we’ve maintained a warm, informal atmosphere.
• A role within a unique organizational culture - Pepcoolture - where our mission, vision, and values are the foundation of our everyday work.