Senior CRM Expert (m/w/d) - #2697031

Own our lifecycle marketing strategy across 20+ shops. You’ll set the retention roadmap, raise the bar on how we message millions of customers, and be the senior voice the CRM team learns from. This is the deep-expertise seat, not a first CRM job.

About The Role

Have you owned a lifecycle strategy and moved the numbers — not just shipped campaigns? We're hiring the senior CRM seat: the person who sets the retention roadmap across 20+ shops and raises the bar for everyone around them.

TCG reaches millions of customers across 20+ shops, and retention is where a lot of the value sits. This role owns the lifecycle strategy end-to-end: which programs we run, how we segment, how we measure, and how we keep improving. You’ll set direction, dig into the hard problems yourself, and lift the whole team’s craft.

The Customization Group is a global leader in mass customization and print-on-demand e-commerce. We manufacture up to 2.5 million unique, personalized products daily across production sites in Germany, Poland, the USA, and Latvia. Millions of customers find us through our 20+ online shops and 1,000+ partner stores. Retention across that footprint is the lever this role owns.

In a nutshell - own the CRM strategy, drive the hard programs, and set the standard for the team.

What You Will Do

• Own the lifecycle roadmap. Decide which retention programs we run across shops and why — welcome, retention, win-back, loyalty, reactivation.
• Lead segmentation & targeting strategy. Define how we slice audiences and match message to moment across brands.
• Own measurement. Set the KPIs, run the tests, and turn results into the next round of improvements.
• Raise the bar. Mentor the CRM team, review work, and set the standard for quality and process.
• Partner cross-functionally. Align with brand, product and data teams on the retention agenda.

Requirements

What we genuinely need. Short list on purpose.

Must have

• Typically 5+ years in CRM/lifecycle/retention marketing, including owning strategy, not only execution.
• Proven results improving retention or lifecycle KPIs you can talk through concretely.
• Deep hands-on command of a CRM/ESP platform (Emarsys, Iterable, Braze, CleverTap or similar).
• Hands-on, demonstrable experience with agentic AI — workflows you've actually built and run, not just general familiarity with AI tools.
• Strong on segmentation, testing and measurement — you reason from data.
• Working-level English for a globally distributed team.

Nice to have

• Multi-brand or multi-market CRM experience at scale.
• SQL for self-serve analysis.

Who We're Looking For

Two short lists. The "probably not a fit" column is on purpose — it makes the first column more credible, and saves both of us time.

Sounds like you?

• You’ve owned a lifecycle strategy and moved the numbers, not just shipped campaigns.
• You reason from data and can defend your choices.
• You like being the senior person others learn from.
• You can zoom from roadmap to a specific broken flow and back.

Probably not a fit if…

• You’re early-career or looking for your first CRM strategy role — this is a senior seat.
• You want to focus purely on execution and leave strategy to someone else.
• You’d rather not mentor or set standards for others.
• Time-zone overlap with European colleagues doesn’t work for you.

What We Offer

A competitive salary per month, plus a benefits package that includes:

• Real ownership — the senior CRM seat, strategy included
• Modern CRM + AI stack — Emarsys + internal AI tools
• International exposure — globally distributed teams
• Local benefits — Health coverage, paid leave & local perks