Head Of CRM (Next-Gen, AI-Driven)

We are The Customization Group , a global leader in mass customization , leveraging AI and automation to revolutionize the personalized products industry. With a strong international presence across Europe, North America, and the Middle East , we manufacture up to 2.500.000 unique products daily , reaching millions of customers through 20+ own online shops and 1,000+ partner stores . Our AI-first strategy drives efficiency, scalability, and innovation , keeping us ahead in a fast-moving market while growing through AI-driven acquisitions and partnerships . Our diverse team of 700+ professionals from 40+ nationalities thrives in a culture of collaboration and ambition. Whether in our tech hubs, production facilities, or business locations, you’ll find the perfect environment to take ownership and drive impact in the future of e-commerce. TCG is looking for an exceptional Head of CRM to lead the transformation of our global customer engagement strategy. You’ll drive intelligent automation, experimentation, and data-led innovation across all brands and markets. Why you will love working with us: Global Perspective: Gain international experience with our globally distributed teams 🌍 Flexibility That Fits: Tailor your work schedule with in-house and hybrid work options 🕒 Office Catering: Enjoy free regular breakfast and lunch, plus a variety of snacks and beverages at the office 🍽️ Eco-Friendly Mobility: We contribute to the cost of your Deutschlandticket and you can take advantage of a JobRad 💚 Urban Sports Club: Discover the benefits of Urban Sports Club with access to countless sports and wellness activities 🏃♂️ Meal Allowance: Use your food allowance at supermarkets and restaurants 🍝 Shopping Perks: Receive a monthly tax-free voucher redeemable at over 250 partners, plus access to exclusive corporate benefits 🎟️ Innovation & AI: Be part of an AI-first workplace that enables everyone to drive unique business solutions through state-of-the-art technology 💡 Onboarding Support: New employees receive guidance from an experienced buddy during onboarding 👩🤝👨 Special Leave: Take advantage of extra days off for special occasions like Carnival 🎉 About The Role: As our Head Of CRM , you’ll set the global vision and lead two teams - CRM Marketing and CRM Automations - toward a world where customer experiences are personalized, anticipatory, and continuously optimized with AI and automation. You'll build a modern CRM ecosystem that uses data, experimentation, and smart technology to deepen customer relationships and deliver predictable, scalable revenue. This includes championing new tools, integrating emerging AI capabilities, streamlining workflows, and raising the bar on quality, speed, and impact. What You Will Do: Define & Define and own the global CRM strategy , driving AI-powered lifecycle orchestration and advanced personalization across all customer touchpoints (email, SMS, push, print, WhatsApp, web).♟️ Lead and scale two high-performing teams — CRM Marketing and CRM Automations — fostering a culture of experimentation, innovation, and impact.🤝 Build and evolve a next-generation CRM tech stack , introducing AI agents, predictive scoring, automated content generation, and intelligent decision engines.🤖 Oversee CRM campaigns, lifecycle programs, and real-time automations , embedding ML-driven segmentation, churn prediction, and cross-/upsell models into daily operations.🎯 Drive experimentation at scale through A/B and multivariate testing, dynamic content, and algorithm-led optimization .🧪 Partner closely with Product, Data, Engineering, Design, and Marketing to create seamless, data-driven customer journeys.🌐 Define, track, and optimize CRM performance using KPIs such as retention, CLV, CVR, automation revenue share, churn probability, and personalization lift .⚙️ Champion measurement excellence through forecasting, dashboards, incrementality testing, and AI-powered insights.💡 Preferred Background: Experience 7+ years in CRM, Lifecycle Marketing, or Marketing Automation in a fast-paced digital or e-commerce environment. Hands-on experience with CRM platforms such as Emarsys, Klaviyo, HubSpot , or similar. Strong understanding of cross-channel orchestration, segmentation strategy, deliverability, and data architecture . Experience managing domain reputation, IP warming, list hygiene , and scaling CRM programs globally. Hard Skills Solid knowledge of AI/ML concepts in CRM (predictive modeling, scoring, anomaly detection, dynamic content). Comfortable working with SQL ; basic HTML/CSS knowledge for email templates. Strong analytical skills with experience in experimentation, attribution, and uplift analysis. Soft Skills Strategic, empowering leader with high emotional intelligence and strong stakeholder management skills.⭐ Curious, growth-oriented mindset with a passion for innovation and continuous improvement.📈 Customer-first thinker with high standards for ethical, transparent, and responsible marketing.🛒 Able to thrive in complexity, lead change, and drive clarity in a dynamic environment.⚡ One team. Millions of happy customers worldwide. Join us! https://careers.thecustomizationgroup.com/