Associate Director CRM - Call Centre Outbound (Reactivations) (m/f/x)

at  HelloFresh

At HelloFresh, we want to change the way people eat forever by offering our customers high-quality food and recipes for different meal occasions. Over the past 10 years, we’ve seen this mission spread around the world and beyond our wildest dreams. Now, we are a global food solutions group and the world’s leading meal kit company, active in 18 countries across 3 continents. So, how did we do it? Our weekly boxes full of exciting recipes and fresh ingredients have blossomed into a community of customers looking for delicious, healthy, and sustainable options. The HelloFresh Group now includes our core brand, HelloFresh, as well as: Green Chef, EveryPlate, Chefs Plate, Factor_, and Youfoodz.
The role
HelloFresh is a dynamic and innovative company committed to delivering exceptional customer experiences. We are seeking a talented and strategic-minded CRM (Customer Relationship Management) leader to lead our Outbound Initiatives in the Reactivations International team. You will work closely with outbound operation managers from our Customer Care team. If you are passionate about driving customer engagement, optimizing outbound communication strategies, we want to hear from you.
If you are a strategic thinker with a passion for optimizing outbound communication channels and driving exceptional customer experiences, particularly in reactivating our lapsed customer base, we invite you to apply for this exciting opportunity. Join our team and be part of a company committed to innovation and customer satisfaction.
Above all, we are looking for people who will make HelloFresh better. We believe there are many different ways of developing skills and we love diverse experiences! So even if you don’t “tick all the boxes” but think you’d thrive in this role, we would really like to learn more about you.

What you’ll do

• CRM Strategy Development:
• Develop and implement strategic initiatives for outbound initiatives, focusing on reactivating lapsed customers.
• Collaborate with cross-functional teams to align CRM strategies with overall business goals.
• Outbound Campaign Collaboration:
• Work closely with the outbound operations department to design and execute outbound communication campaigns, ensuring alignment with reactivation goals.
• Provide guidance on campaign targeting, messaging, incentives and timing to maximize reactivation rates.
• Data Analysis and Insights:
• Utilize data analytics to derive actionable insights and make data-driven decisions for reactivation strategies.
• Collaborate with the data analytics team to monitor key performance metrics related to reactivation and implement corrective measures as needed.
• Technology Integration:
• Evaluate and implement CRM tools and technologies to enhance the efficiency and effectiveness of outbound initiatives, coordinating with the CommsTech department and ensuring seamless integration with other systems.
• Team Collaboration:
• Collaborate with the Reactivation CRM team and the outbound operations team to align strategies and ensure a cohesive approach toward reactivating lapsed customers.
• Provide insights and support to enhance the performance of the outbound operations team.
• Compliance and Quality Assurance:
• Ensure all outbound communication activities comply with relevant regulations and industry standards, providing guidance to both the CRM team and outbound operations team.
• Implement quality assurance measures to guarantee a high standard of customer interactions.
• Stakeholder Collaboration:
• Collaborate with Marketing, Sales, and Customer Service teams to ensure a unified approach to customer reactivation.
• Communicate regularly with key stakeholders to share insights and gather input.

What you’ll bring

• Proven experience in CRM strategy development and management
• Proven experience with Outbound Call Centre channels
• Strong analytical skills and the ability to derive actionable insights from data
• Experience in Experimentation
• Excellent leadership and collaboration skills.
• Knowledge of relevant regulations and compliance standards

What we offer

Elevate your lifestyle! Join one of Europe’s fastest-growing tech powerhouses in a dynamic phase of expansion.

• Immerse yourself in a diverse global community of 90+ nationalities.
• Enjoy a competitive compensation package that goes beyond the norm, with perks like a HelloFresh- subsidized Pension Scheme, Berlin relocation support, and a Hybrid working model.
• Elevate your lifestyle with exclusive discounts on your weekly HelloFresh box and office meals.
• Invest in your growth with an annual learning & development budget, German language learning budget, and access to the HelloFresh Academy.
• Plus, we’ve got your well-being covered with mental health support, transportation perks, and working-parent-friendly benefits. From our 24/7 gym access,wellbeing platforms like Headspace and Spill, to sabbatical leave options, HelloFresh is not just a workplace; it’s a lifestyle of perks and possibilities!

Are you up for the challenge?
Please submit your complete application below including your salary expectations and earliest starting date.
After submitting an application our team will review this and get back to you within 5 business days.
About HelloFresh
We believe that sharing a meal brings people of all identities, backgrounds, and cultures together. We are committed to celebrating all dimensions of diversity in the workplace equally and ensuring that everyone feels a sense of inclusion and belonging. We also aim to extend this commitment to the partners we work with and the communities we serve. We are constantly listening, learning, and evolving to deliver on these principles. We are proud of our collaborative culture. Our diverse employee population enables us to connect with our customers and turn their feedback into meaningful action - from developing new recipes to constantly improving our process of getting dinner to our customers’ homes. Our culture attracts top talent with shared values and forms the foundation for a great place to work!
At HelloFresh, we embrace diversity and inclusion. We are an equal-opportunity employer and do not discriminate on the basis of an individual’s race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. As part of the Company’s commitment to equal employment opportunity, we provide reasonable accommodations, up to the point of undue hardship, to candidates at any stage, including to individuals with disabilities.
We want to adapt our processes and create a safe space that welcomes everyone so please let us know how we can accommodate our process. In case you have any accessibility requirements you can share that with us in the application form.
To learn more about what it’s like working inside HelloFresh, follow us on Instagram and LinkedIn.

HelloFresh is committed to the principles of equal employment opportunity and providing reasonable accommodations to candidates with disabilities. If you need an accommodation during the application process, please reach out to us at:

• Europe: EUaccommodations@hellofresh.com.
• APAC: APACaccommodations@hellofresh.com
• United States: USCandidateAccommodations@hellofresh.com
• Canada: CAaccommodations@hellofresh.com

• CRM Strategy Development:
• Develop and implement strategic initiatives for outbound initiatives, focusing on reactivating lapsed customers.
• Collaborate with cross-functional teams to align CRM strategies with overall business goals.
• Outbound Campaign Collaboration:
• Work closely with the outbound operations department to design and execute outbound communication campaigns, ensuring alignment with reactivation goals.
• Provide guidance on campaign targeting, messaging, incentives and timing to maximize reactivation rates.
• Data Analysis and Insights:
• Utilize data analytics to derive actionable insights and make data-driven decisions for reactivation strategies.
• Collaborate with the data analytics team to monitor key performance metrics related to reactivation and implement corrective measures as needed.
• Technology Integration:
• Evaluate and implement CRM tools and technologies to enhance the efficiency and effectiveness of outbound initiatives, coordinating with the CommsTech department and ensuring seamless integration with other systems.
• Team Collaboration:
• Collaborate with the Reactivation CRM team and the outbound operations team to align strategies and ensure a cohesive approach toward reactivating lapsed customers.
• Provide insights and support to enhance the performance of the outbound operations team.
• Compliance and Quality Assurance:
• Ensure all outbound communication activities comply with relevant regulations and industry standards, providing guidance to both the CRM team and outbound operations team.
• Implement quality assurance measures to guarantee a high standard of customer interactions.
• Stakeholder Collaboration:
• Collaborate with Marketing, Sales, and Customer Service teams to ensure a unified approach to customer reactivation.
• Communicate regularly with key stakeholders to share insights and gather input