• Assist in creating, building, and optimizing key lifecycle marketing strategies across owned channels, including email, push, SMS, and long-form content. • Help evolve our CRM strategy, including weekly campaigns, automated flows, segmentation, deliverability, and reporting. • Develop scalable segmentation and personalization frameworks informed by customer behavior and lifecycle stage. • Run hypothesis-driven A/B tests across messaging, creative, cadence, and timing. • Maintain lifecycle channel health, including deliverability, list hygiene, compliance, and frequency management. • Work with the Lifecycle and Data teams to help track and report on lifecycle KPIs, including revenue contribution, engagement, churn, and retention. • Translate performance insights into clear recommendations and optimizations that improve conversion, retention, and customer experience. • Partner with Brand, Growth, Product, and CX to improve the customer journey and ensure lifecycle messaging is accurate, timely, and customer-first. • Create clear processes and documentation to support the company’s rapid growth.

• Technical implementation of a new Customer Engagement Platform (Braze) in collaboration with the tech and data teams • Migration of templates, automations, and segments from legacy systems into the new platform • Development and implementation of web and app use cases (e.g., personalized content) • Design of web tracking concepts, processing of behavioral and browsing data, and implementation of these into segmentation and personalization • Data analysis and derivation of concrete actions to improve CRM channel performance • Strategic development of the data foundation (e.g., integration of CLV, onboarding new data sources) • Introduction of new communication channels (e.g., WhatsApp, RCS) • Design and implementation of omnichannel customer journeys—independently or within the CRM team • Close collaboration with the data team (use cases, data models, tracking) • Interface between marketing and tech • Development and integration of AI solutions (e.g., custom GPT in CRM, integrating AI features into CRM tools)

• Review and correct document entries (e.g., receipts) in our system • Ensure high data quality and consistency • Support the handling of customer inquiries in the back office • Collaborate with the Customer Success team on operational matters • Identify and document recurring errors or anomalies • Assist in optimizing internal processes related to document processing

• Betreuung und Weiterentwicklung unserer Key Accounts im operativen Tagesgeschäft • Proaktive Kommunikation durch regelmäßige Check-ins, Abstimmungen und Beratungsgespräche • Enge Zusammenarbeit mit Onboarding, Sales und Produktmanagement • Identifikation von Optimierungs- und Wachstumspotenzialen (z. B. Nutzungserweiterung) • Unterstützung bei Vertragsverlängerungen und Renewals • Durchführung von Quarterly Business Reviews (QBRs) und Mitwirkung an Kundenbindungsmaßnahmen (z. B. NPS) • Schulung und Enablement unserer Kunden zur optimalen Nutzung unserer Software • Proaktive Maßnahmen zur Churn-Prävention sowie Planung und Umsetzung von Win-Back-Aktivitäten zur Reaktivierung von Kunden