Head of Customer Journey and CRM Europe (m/f/x)

European Leader in the Web2Print sector

It’s not our work – it’s our passion! Personal Excellence is a leading HR consultancy in payment, e-commerce and customer service. We support well-known clients in recruiting executives as well as senior experts. Due to our specific market knowledge and our comprehensive network and the sustainable, fair and cooperative relationships with our clients and candidates, we are able to bring together the top candidates with top clients.

Our client is a dynamic European Leader in the Web2Print sector and one of the most widely used
online shops for self‑designed cards (birth and wedding cards) and photo products. As an international company with offices in France and Berlin, they are targeting consumers all across Europe. To support the diverse and dynamic team in Berlin, we are looking for a

Head of Customer Journey and CRM Europe (m/f/x)

Key Responsibilities

In cooperation with their Marketing Director, and with the support of your team, you will define, align and rollout their international, holistic and integrated Customer Journey strategy. To ensure they accomplish their business targets in the areas of Customer Retention and Loyalty, you will implement “state of the art” strategies to improve the Customer Lifetime Value. Accordingly, you will lead the Customer Lifecycle across their brands and products and strengthen the relationship with the customers. 

  • Define, plan and implement user journeys to increase Customer Lifetime Value
  • Plan and manage marketing campaigns across their markets, automating campaigns wherever and whenever it is possible
  • Use analytic tools and work closely with their BI department to target specific customers with unique messages and offers
  • Develop, manage and review the annual CRM budget
  • Lead and manage a small team of currently 2 lifecycle marketeers, develop state of the art expertise within the team and awareness for Customer Experience across the organisation

Key Skills

  • 5+ years of experience in CRM, preferably in e-commerce, mobile or membership based services
  • Ideally, you have lead a small team before and have a sense for what it means to be a good people manager
  • Successfully led the strategy and implementation of Customer Journeys, including defining maps and cohort marketing campaigns
  • Track record of building and implement a successful retention strategy in an international environment and do not be afraid to push towards innovation
  • Advanced analytical skills and the ability to look into a large quantity of data to extract reasonable decisions
  • Good communicator, team player and fun to work with
  • Ideally you are fluent in either German or French (company’s languages) and in English


  • Stable and successful e-commerce company
  • International team of passionate professionals with short decision making paths and an open mind to new ideas
  • Creative, multilingual work environment with flat hierarchies and plenty of freedom for your personal and professional development
  • Flexible working hours and an office in the heart of Berlin with a lot of free coffee and fresh fruits
  • Your opinion is highly appreciated and the team is always grateful for suggestions of how processes can be improved


We assure to treat your application confidentially and to respect restriction notices.

Are you interested in the position? We are looking forward to receiving your complete
application (cover letter, resume) stating your salary expectations and your earliest possible starting date with the code HOCJ41018 by e-mail: bewerbung@personal-excellence.de

Contact us

Personal Excellence

Bamberger Straße 8

D - 10777 Berlin

+49 (0)30 - 23 46 29 31

+49 (0)173 - 813 65 86

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