Senior CRM Manager

This role is crucial because the customer experience with Pets Deli begins after the first order. You will shape how hundreds of thousands of pet owners experience our brand, directly impacting retention, repurchase rates, and customer lifetime value. It's a strategic position where you'll define and execute our post-purchase communication and engagement strategies.

We're looking for you to own and drive our entire existing customer experience. This includes:

• Customer Lifecycle & Retention: Owning the strategy and execution for churn prevention and reactivation, developing and iterating automated cross- and upselling touchpoints, and managing outbound reactivation channels.
• Post-Purchase Experience & Customer Education: Developing and deploying personalized education strategies to help pet owners understand feeding, driving the 'Moment of Truth' where owners see visible health changes, and owning the cross-channel post-purchase journey.
• Customer Feedback & Product Reviews: Designing and managing dynamic feedback loops, evolving our product review strategy, and shaping how reviews are displayed onsite.
• Campaigns & Commercial Impact: Owning end-to-end planning and execution of promotional and seasonal campaigns, deciding on campaign strategies, and coordinating product selection.
• Data & Performance Analysis: Proactively analyzing campaign and lifecycle performance, monitoring key retention and engagement KPIs, and building a deep understanding of customer behavior.

• 4+ years of experience in CRM, lifecycle marketing, or customer experience management, ideally in a D2C or e-commerce environment.
• Strong strategic thinking combined with hands-on execution skills.
• Deep understanding of CRM tools and marketing automation (experience with Customer.io or similar platforms is a plus).
• Data-driven mindset with strong analytical independence; you know how to read cohort analyses, define KPIs, and optimize based on performance data.
• Experience with cross-channel orchestration (email, onsite, print, outbound).
• Strong project management skills.
• Fluent in German (required) and English.
• A genuine interest in pet nutrition and customer wellbeing is a bonus.

You'll work cross-functionally with Product, R&D, Marketing, and Customer Happiness, and report to the Head of Product. We are described as a collaborative, ambitious team that combines startup energy with growing maturity.

There are usually 2-3 steps, which should take around 2 weeks in total.

1. We will get to know you and your motivation and interest in this role first (with Head of Product)

2. Then we will assess your experience and qualities and whether they fit to the role. (with Head of Product)

3. There will also be a cultural and personal fit interview, to understand your alignment with our Culture Code. (with Head of Product, someone from C-Level, and team members)