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Head of CRM Planning

Department:
Marketing
Location:
Berlin
Kertu image.

In this role, you will:

  • Work with the Director of Global CRM to define and deliver the customer centric CRM strategy for the group to deliver a step change in performance and effectiveness. 
  • Own the end to end planning cycles to ensure world class delivery of customer experiences. 
  • Build out processes and execution capacity to make certain that CRM can scale with the ambition of the organisation.
  • Own key areas of reporting and actions related to the monthly business review cycles.
  • Work with cross functional teams to redesign the segmentation strategy to ensure an appropriate micro-segmentation methodology is undertaken to meet complex business requirements.
  • Head up the budgetary and forecasting sessions to ensure the resources are available to deliver on stated goals.
  • Ingrain a digital experience optimisation culture so that it is an implicit part of the ways of working.
  • Partner with compliance teams to deliver the wider business objectives in this area.
  • Build deep and effective partnerships with local teams to ensure that a collaborative approach to customer engagement is at the heart of all activity with both local knowledge and objectives playing a pivotal role  in overall approach.
  • Manage existing lifecycle talent, hire and coach talent to deliver on our longer term CRM strategy.
  • Coach individuals within the global lifecycle team on their development within the function.
  • Ensure that senior stakeholders and the wider business advocate the new approach to CRM that places the customer at the heart of all activity.
  • Work with CRM Operations to ensure a move to CRM automation in key customer journeys.
  • Build and enable an optimisation culture to ensure that there is a continuous improvement in all CRM activities.
  • Change the internal communication processes related to CRM in order to ensure that the wider business has a better understanding of the CRM proposition.

Background:

  • Bachelor’s Degree required
  • 7+ years of experience in digital CRM management and commercial operations for large scale brands – ideally as a ‘Head of’
  • Experience creating and delivering CRM strategies from the ground up to provide continually evolving cutting edge programmes 
  • Expert knowledge of CRM principles such as micro segmentation, personalisation and automation
  • Experience working with Data Management, Product & Technical teams, to deliver complex infrastructure
  • Demonstrated ability to build effective relationships with key operational partners
  • Exceptional communicator who inspires the team and can engage a senior level audience on relevant topics in a time efficient manner
  • Exceptional troubleshooting skills and should thrive in high expectation scenario with many stakeholders
  • Management of cross functional multi-national teams based in several international locations

Traits:

  • Actively help yourself (and others) be successful
  • Role model in terms of attitude and behaviour
  • Lead with empathy and decisiveness 
  • Continuously learn and challenge the status quo
  • Think globally, act locally
  • Strong bias for action
  • Give and receive open, direct and timely feedback

What’s in it for you:

  • Accelerate your career growth by joining one of Europe’s most talked about disruptors, and a LinkedIn Germany Top Startup Employer three years running 🚀
  • Personal development budget, discounted public transit pass, German language classes, fitness memberships, childcare services, N26 premium bank card, employee loans, and your choice of a Mac or Windows laptop
  • 26 vacation days per year, with an additional day for each year of service - up to 30 days
  • A high degree of collaboration and autonomy while working with a group of diverse peers, and access to cutting edge technologies 
  • A relocation package with visa support for those who need it

Who we are

N26 has reimagined banking for today’s digital world. Technology and design empower everything we do and it’s how we are building the global banking platform the world loves to use.

We've eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do. 

Founded in 2013, N26 now has 7 million customers in 25 markets. Our talented team works across 8 global offices in Berlin, Barcelona, Madrid, Milan, Paris, Vienna, New York and São Paulo.

Sound good? Apply now for this position.

N26 is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status.