Hygi.de is a growing e-commerce business with more than 3 million customers and over 140,000 products. About 300 employees are driving our company’s growth. We rely on digital processes, streamlined decision-making, personal responsibility, and creative ideas. In this role, you’ll have the opportunity to actively shape our technology and the collaboration between IT and business units.
Your Responsibilities
As the CRM and Customer Experience (CXM) Team Lead, you’ll lead our CRM team, further develop the customer development strategy, and use data, technology, and customer insights to create meaningful experiences throughout the entire customer journey.
Team Leadership and Collaboration: You will lead and develop the
CRM team, set clear priorities, and work closely with the
related departments of IT, Customer Service, and Retail Media
.
* CRM Strategy and Customer Development: You define customer segments
and derive goals for repeat purchases, purchase frequency, cross-selling,
upselling, average order value, customer retention, and reactivation.
* Lifecycle Marketing and Omnichannel Campaigns: You manage campaigns
and customer journeys via email, app, browser push notifications, print mailings,
package inserts, landing pages, and other relevant touchpoints.
* Marketing Automation: You build personalized trigger sequences
throughout the customer lifecycle and scale AI-powered
automation.
* Personalization and Targeting: Together with IT, you
develop the infrastructure needed to deliver content, products, offers, and messages
to each individual customer.
* Loyalty and Customer Retention: You design benefits, exclusive
services, incentives, and loyalty programs, and manage their
implementation in collaboration with the relevant departments.
* Analytics and Optimization: You analyze customer behavior, segments,
and campaign performance. Using structured A/B tests, you optimize
target audiences, content, offers, frequency, delivery times, and
customer journeys.
* Customer Experience: You combine customer feedback with transaction,
behavioral, service, and logistics data, prioritize pain points, and
drive improvements and solutions.
What You'll Bring to the Table
* A college degree or business apprenticeship with a
focus on marketing, e-commerce, media management, business administration, or a
comparable field.
* Several years of CRM experience at a digital company,
ideally in e-commerce, as well as solid practical experience in Customer
development and loyalty.
* Experience leading and developing teams, as well as confident
communication and stakeholder management skills.
* A solid understanding of customer lifecycles, segmentation,
personalization, and relevant e-commerce processes.
* Commercial mindset and familiarity with CRM KPIs such as retention
rate, conversion rate, purchase frequency, churn rate, average order value,
and customer lifetime value.
* Strong analytical skills, experience with A/B testing, as well as BI and
analytics tools.
* Ownership, conceptual strength, a willingness to learn, and a passion for
implementing new solutions.
What excites us most
You enjoy exploring the possibilities of artificial
intelligence and data-driven processes. In addition, you’ve already
gained experience with AI tools, prompt engineering, conversational AI, or
data-driven analysis, and you have a healthy curiosity,
a willingness to learn, and the motivation to discover new possibilities
together with us.
Benefits
A secure job at a rapidly growing e-commerce company
Attractive compensation, including a contribution to the company pension plan
30 days of vacation
Flexible working hours with flex time
Personalized training and development opportunities
Employee discounts on our entire product range
Modern workspaces and a digital work environment
Bike leasing for a sustainable commute
Regular team events and group activities
Free drinks, fruit, and snacks