Head of CRM & Personalisation (E-commerce)

TL;DR

Head of CRM & Personalisation (E-commerce): Defining and executing the CRM strategy across email, push, and onsite channels with an accent on large-scale personalisation and lifecycle retention. Focus on transforming broadcast communication into data-driven, behavioural-triggered flows to increase LTV and commercial conversion.

Location: Hybrid in Munich (3 office days per week)

Company

Europe's #1 premium e-commerce destination for beautiful home and living.

What you will do

• Own the CRM strategy across email, push, and onsite channels, defining audience segmentation and commercial messaging logic.
• Build the personalisation roadmap, from behavioural trigger programmes to lifecycle retention mechanics for high-LTV segments.
• Establish channel optimisation strategy, frequency models, and suppression rules using AI and automation.
• Lead and scale the CRM function by building best practices, tooling standards, and managing a high-performing team.
• Act as the executive voice of CRM, presenting strategy and investment cases to C-level leadership.
• Drive accountability for CRM channel KPIs, focusing on conversion and retention metrics.

Requirements

• 7+ years of experience in CRM, lifecycle management, or customer engagement at scale.
• Proven track record of taking personalisation from strategy to live implementation with measurable business impact.
• Deep expertise in segmentation and hands-on experience with tools like Braze, Snowflake, or equivalents.
• Strong analytical and commercial acumen to build ROI-driven business cases from raw data.
• Leadership experience managing cross-functional teams in fast-paced, high-growth environments.
• Fluency in English; German is a plus.

Culture & Benefits

• Flexible hybrid setup (3 office days per week) and work-from-anywhere opportunities for up to 4 weeks per year.
• Competitive compensation package including salary, benefits, and equity.
• 30 days of paid holiday.
• Centrally located, dog-friendly office in Munich with on-site daycare (hirify.global Wichtel).
• Exclusive employee discounts (up to 40% off) on hirify.global Collection and third-party brands.
• Wellbeing support including mental health resources and sports memberships.