Senior CRM Manager - Omnichannel Engagement

About the Role

We are seeking a Senior CRM Manager to join our innovative team at getolo, a leading InsurTech company based in Berlin. As a Senior CRM Manager, you will play a pivotal role in driving our customer engagement and lifecycle marketing initiatives. This Senior CRM Manager remote position offers the opportunity to lead customer lifecycle strategies that enhance retention and engagement.

What You'll Do

• Own the entire customer lifecycle: lead nurturing, onboarding, retention, after-sales, and reactivation, with clear KPIs attached to each stage.
• Drive churn prevention initiatives and loyalty programs using behavioral signals and customer health scores.
• Build and execute an upsell strategy across verticals, identifying the right moment and offer for each customer segment.
• Transition getolo beyond email-first CRM to a true omnichannel customer engagement model.
• Adapt channel mix to each market's customer behavior and regulatory context (DE, FR, ES).
• Manage the CRM tech stack roadmap, collaborating with Product and Data teams to unlock new channel capabilities.
• Monitor top-line CRM metrics: CLV, retention rate, churn rate, and lifecycle conversion.
• Develop a deep, data-driven understanding of customers through segmentation models based on behavioral, demographic, and transactional data.
• Conduct A/B testing, track campaign performance, and optimize based on analytics and KPIs.
• Introduce AI-powered tools and GPT-based workflows to enhance team efficiency and personalization.
• Continuously monitor industry trends and competitors to identify new opportunities.
• Collaborate closely with Brand, Product, Data, and local Country Managers.
• Act as the voice of the customer lifecycle across departments, making CRM a company-wide concern.
• Contribute to the hiring process as the team scales.

Requirements

• 5+ years of experience in CRM, lifecycle marketing, or retention roles.
• Proven ownership of retention KPIs such as churn, CLV, and LTV.
• Experience managing or mentoring team members.
• Hands-on expertise with CRM/ESP platforms (e.g., Braze, Klaviyo, Salesforce Marketing Cloud).
• Strong data literacy, comfortable with SQL or collaborating with analysts.
• Experience with A/B testing and iterative campaign optimization.
• Ability to work with cross-functional teams: Brand, Product, Tech, Data.
• Strong analytical skills and comfort with experimentation frameworks.
• Fluent in English; proficiency in German, Spanish, or French is a plus.

Nice to Have

• Experience in the InsurTech or health tech industry.
• Familiarity with growth hacking techniques.
• Previous experience in a startup environment.

What We Offer

• Attractive fixed salary starting from €80,000 to €100,000 per year.
• 28 vacation days, increasing every two years (capped at 30 days).
• Flexible work arrangements: hybrid work from home or office.
• Mobility benefits including a free bike or public transport ticket.
• Health benefits including free coaching sessions.
• Learning budget starting from €750 per year.
• Regular team events and a pet-friendly office.
• Supportive and inclusive company culture focused on collaboration and innovation.