Retention & CRM Marketing Manager (German-Speaking Market)

Overview

As Retention & CRM Marketing Manager you will own and evolve the CRM and lifecycle strategy for the German-speaking market, driving long-term retention and LTV through email, SMS, and emerging channels. You’ll define the CRM roadmap, lead strategic planning, and leverage data insights to optimise performance. The role is scalable: start hands-on with campaigns and processes, while leading optimisation and experimentation. You’ll help shape the future of digital healthcare through personalized, cross-channel communication.

Pay / Benefits

• 33 days per annum pro-rata
• Birthday day off
• Company pension scheme
• Health & Personal Leave
• Wellness Cloud access
• MacBook Pro

Responsibilities

• Own and evolve the Retention and CRM strategy for the German-speaking patients, aligned with business goals
• Define and own the CRM and lifecycle roadmap balancing short-term wins with long-term growth
• Drive innovation in Email and SMS (WhatsApp) marketing through personalization and automation
• Lead multi-cycle, omni-channel campaigns across channels
• Implement QA, A/B testing, list segmentation, and personalization processes
• Own CRM platform capability: tooling strategy, governance, access, best practices
• Identify opportunities to improve technical setup, automation, and data usage
• Analyze campaign performance data to uncover trends and drive improvement
• Create reports on open rates, CTAs, conversions, and unsubscribes; retention metrics like RR, active/churned patients
• Ensure brand voice and regulatory compliance across emails; guide content structure for stakeholders

Key requirements

• Fluent German (written and spoken)
• Proficient English (written and spoken)
• Demonstrable experience in CRM marketing management (Email/SMS/WhatsApp)
• Experience owning CRM strategy and execution
• Deep understanding of customer lifecycle
• Proficiency in complex automated journeys and data-driven marketing
• Experience with testing models, hypothesis validation, and statistical significance
• Knowledge of advanced user segmentation for journey optimization
• Hands-on HTML & CSS
• Experience with CRM platforms (e.g., Customer.io, Braze, Klaviyo)
• Strong stakeholder management and collaboration
• Relentless goal orientation and ownership of projects/KPIs
• Iterative, test-driven mindset and strong attention to detail
• Strong numerical and analytical skills

• Stakeholder management
• Collaborative mindset
• Analytical thinking
• HTML & CSS
• Customer.io
• Braze

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