About This Role
This CRM Manager role is a key position, working directly with the Head of E-commerce to fully re-internalize the CRM system. The role involves building customer flows from scratch, designing email templates, managing segmentation and A/B tests, and optimizing customer retention.
Responsibilities
- Audit and redesign Klaviyo flows: welcome series, post-purchase, abandoned cart, win-back, subscriber reactivation, built from scratch without using existing templates
- Design email templates in Figma and integrate them into Klaviyo
- Drive segmentation and A/B tests across all flows
- Manage the editorial calendar and provide weekly reporting on actual progress
- Optimize retention on Recharge: intelligent re-engagement, formula upgrades, churn reduction
- Utilize customer data to personalize campaigns, not just to fill slides
- Monitor key KPIs: active Recharge subscribers, 12-month LTV, repeat rate, open rate, and CVR of flows
Requirements
- More than 3 years of experience in a CRM or e-commerce role, in a DTC or DNVB environment
- Ideally, experience in the world of food supplements, health, beauty, or sport, with knowledge of market codes and regulatory constraints
- Master Klaviyo end-to-end: build flows from scratch, read deliverability reports, and segment precisely beyond obvious criteria
- Autonomous with Figma: design and properly integrate templates yourself
- Managed a subscription tool like Recharge before
- Understand what drives a retention rate and differentiate between a client who suspends and a client who cancels
- Know the product you are supporting: build relevant offers for the right segment at the right time, rather than sending generic emails
- Think in hypotheses, test, and validate with data; be proactive in addressing stagnant rates
- Comfortable in a small structure: make decisions without waiting for multiple validations and report on real progress
- Good knowledge of Shopify and the customer journey is a plus, to help direct each flow to the correct page
- Interest in what AI can bring to a CRM strategy is a plus
Benefits
- 1 day of remote work per week
- Restaurant vouchers
- Food supplements (€100/month)
- Sauna access
Application Process
- Step 1: Questionnaire
- Step 2: Interview with Head of E-commerce + Founder
- Step 3: Interview with second Founder
- Step 4: Interview with HR
