Define how Westwing connects with customers across email, push, and onsite at every stage of their journey, from first discovery to loyal repeat buyer, building CRM and digital personalisation strategies rooted equally in emotion and commercial logic
Translate customer behaviour, psychology, and intent into advanced targeting frameworks, defining the precise messaging, optimal frequency, and specific commercial offers that match the customer's state of mind
Transform our digital (web and app) and CRM touchpoints into the voice of a premium concierge, shaping a cohesive tone and message framing that reflects an authentic understanding of the customer at a multi-million-user scale
Own the personalisation roadmap end-to-end, managing everything from behavioural trigger programmes and recommendation-led flows to lifecycle retention mechanics for high-LTV segments, while leveraging AI and automation to maximise reach and list health
Act as the executive voice of CRM across the organisation, presenting strategy, performance, and investment cases directly to the CEO and senior leadership to drive alignment on priorities across Marketing, Product, and Technology
Lead and scale a high-performing CRM team, establishing operational best practices, raising data and tooling standards, and bringing an equal balance of customer empathy and analytical rigour to everything the function ships
Drive full accountability for CRM channel KPIs, tracking conversion, retention, and lifetime value metrics to turn data insights into compounding, long-term performance improvements
YOU COME WITH
7+ years of experience in CRM, lifecycle management, or customer engagement at scale, ideally within a loved consumer brand, including leadership experience of managing cross-functional teams in a fast-paced, high-growth environment
Proven track record of delivering personalisation at scale, having taken personalisation from strategy through to live implementation and business impact, with a clear understanding of the requirements across data, tooling, and organisational alignment
Deep expertise in segmentation, behavioural targeting, and commercial messaging strategy, paired with hands-on experience with CRM & data systems (e.g., Braze, Snowflake, or equivalents) at significant send volumes
Strong analytical and commercial acumen, with the ability to size opportunities from raw data, build compelling business cases for executive audiences, and maintain a ROI-driven prioritisation
An entrepreneurial mindset and strong sense of ownership, coupled with the stakeholder management skills to operate credibly at C-level while staying close enough to execution to drive quality outcomes
Solid understanding of CRM infrastructure and data architecture , including audience pipelines, event-based triggers, and A/B testing frameworks
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