Head of CRM & Retention (all genders)

What is Primal State?

Hey, we are Primal State - a young, fast-growing health & well aging company from Berlin. Glow25 is now another very successful brand in the Primal family - a collagen company that is setting new standards in the well aging market. We have made it our mission to give people a vital and invigorating start to the day with high-quality nutritional supplements.

We may be a little biased, but we think we're really fun to work with. We are a remote-first team (our team members are currently spread all over Germany), for whom it is important to build deep bonds with each other despite the physical distance and, above all, to have a lot of fun at work.

And now you come into play! We are continuing to grow strongly and are looking for emphatic, smart and value-driven colleagues who can support us with their knowledge and their very own personality. We have big plans and want you to give your best!

This is where we need your support:

As the Head of CRM & Retention (all genders) at Glow25, you will play a crucial role in maximizing customer retention and lifetime value through strategic initiatives aimed at fostering long-term relationships with our existing customer base.

You will lead a team responsible for implementing CRM systems, analyzing customer data, and executing targeted retention and sales campaigns. Your expertise in customer relationship management will be essential in designing personalized communication strategies, optimizing the customer experience, and driving long-term brand loyalty in a fast-growing eCommerce environment.

Your main tasks are:

• Strategy Development: Lead the development and execution of comprehensive CRM and retention strategies aligned with our business objectives. Identify opportunities to enhance customer satisfaction, drive repeat purchases, and maximize lifetime value.
• CRM Implementation: Oversee the implementation and optimization of CRM systems to effectively manage customer data, segment audiences, and personalize communications. Ensure seamless integration with other marketing and sales platforms.
• Customer Data Analysis: Utilize customer data and insights to segment audiences, identify behavioral patterns, and personalize communication strategies. Continuously analyze data to track customer engagement, purchase behavior, and overall satisfaction.
• Retention Campaigns: Design and execute targeted retention and sales campaigns aimed at re-engaging dormant customers, incentivizing repeat purchases, and increasing customer lifetime value. Collaborate with the marketing team to develop compelling messaging and creative assets.
• Loyalty Programs: Develop and manage strategic loyalty programs designed to reward customer loyalty, drive repeat purchases, and increase customer retention. Monitor program performance and iterate strategies based on insights and feedback.

Your side tasks are:

• Cross-functional Collaboration: Collaborate with cross-functional teams, including marketing, sales, customer support, and product development, to optimize the end-to-end customer experience. Align CRM and retention efforts with broader business initiatives and customer-centric strategies.
• Performance Tracking: Track key performance metrics related to customer retention, lifetime value, churn rate, and engagement. Develop reports and dashboards to monitor campaign performance, identify trends, and evaluate the effectiveness of retention efforts.
• Continuous Improvement: Identify opportunities for process optimization and innovation to enhance customer engagement and retention efforts. Stay updated on industry trends, best practices, and emerging technologies in CRM and retention.

You have the following experience:

• You have a university degree in marketing, business, or a related field (additional certifications or training in CRM, customer retention, or related areas are a plus).
• You have 5+ years relevant experience in CRM, customer retention and related roles within e-commerce.
• You have proven experience leading and managing teams in dynamic environments, motivating members, setting clear goals, and achieving results.
• You have extensive knowledge of CRM systems, tools, and best practices, including implementation, data management, segmentation, and automation.
• You showcase strong analytical skills, interpreting customer data, deriving actionable insights, and making data-driven decisions using various analysis techniques.
• You demonstrate proficiency in developing and executing comprehensive CRM and retention strategies aligned with business objectives, delivering measurable results.
• You exhibit excellent communication and interpersonal skills, effectively collaborating with cross-functional teams and stakeholders at all levels.
• You bring deep understanding of customer behavior, preferences, and needs, successfully developing personalized communication strategies and loyalty programs.
• You have a proven track record of achieving key performance goals related to customer retention, lifetime value, and engagement in loyalty programs, driven by a results-oriented mindset.
• You are fluent in English and German (B2).

That's something you can look forward to:

• Flexible working hours in a remote-first company (within Germany).
• Unlimited access to cutting-edge courses on tech, business, leadership and mental/physical wellbeing through your Udemy account.
• Topnotch equipment, which we rent through Grover and have conveniently delivered to your home.
• A whopping 40% discount on our entire range in the store.
• 30 days vacation + the option to take up to 10 days unpaid leave - because sometimes you need a little time off.
• Company health insurance that includes reimbursement of additional benefits worth 600 euros per year (e.g. for visual aids, dental cleaning, etc.).
• Once you have passed your probationary period, we offer you a company pension plan with an annual allowance of at least 600 euros. And here's the thing: if you also pay into the pension yourself, you'll get another 20% on top.
• We don't want to brag, but we think a Kununu score of 4.8 is impressive. We love the fact that our employees are so happy with us and think it's something that should be shared!

Yay! You've made it this far!

If you're still reading now, there's a good chance we're a match!
But there's one more thing on our minds: Dare to apply, especially if you're from an underrepresented demographic. Even if you can't tick all the boxes, we encourage you to apply anyway. We believe that a colorful diversity of perspectives and experiences makes a team stronger - and the stronger our team is, the better we can achieve our mission of helping people to have more energy in their everyday lives.