Head of / Team Lead CRM & Personalisation (m/f/d)

JOIN OUR TEAM

As a Head of CRM & Personalisation, you will lead an executive growth mandate to define how we target, communicate with, and retain millions of customers across Europe. For Westwing, personalisation means building a connection with our design-loving audience with a unified voice that acts as the digital equivalent of an elite store assistant, deeply understanding our customers' state of mind, knowing when they are ready to buy, and recognizing when they need a gentle nudge. In this role, you will drive the transformation of CRM from traditional broadcasting to true personalisation at scale, leveraging recency signals, behavioural data, and commercial offers across email, push, and onsite channels to turn a broad opted-in base into an activated, highly engaged revenue driver. This role offers a rare opportunity to build a world-class capability from our strong foundations of inspiration and curation, combined with our advanced data and AI capabilities. This position is permanent and based in Munich.

WHAT YOU'LL DO

• 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
• Fluency in English; German is a plus

WHY WESTWING

If you are looking for a place where ambition meets creativity, where ideas turn into impact fast, and where people are trusted to grow - you have found it.
At Westwing, we’re building the Superbrand in Design with a team that’s shaping the future of beautiful home & living.

Here is what you can look forward to:

• A high-performance culture built on trust, feedback and collaboration
• An inspiring, international environment that empowers you to think big, take ownership, and grow beyond your comfort zone
• A flexible hybrid setup with 3 office days per week - because strong connections and quick collaboration make great ideas happen
• Work-from-anywhere opportunities for up to 4 weeks per year - as fresh perspectives spark bold ideas
• A competitive compensation package including salary, benefits, and equity
• 30 days of paid holiday to rest, recharge, and come back ready to create
• A beautiful, centrally located, dog-friendly office with inspiring spaces, a sunny terrace, and good food - designed for moments that energise and connect
• Exclusive discounts - 40% off Westwing Collection, 20% off third-party brands (each on non-reduced items), 10% Family & Friends discount, plus special-occasion vouchers
• Wellbeing support through mental health resources, sports memberships, and preventive care
• Sustainable mobility options with discounted public transport and JobRad - moving with purpose and care for the planet
• Support for working parents, including our on-site Westwing Wichtel daycare and a partnership with multilingual provider Elly & Stoffl
• One annual Social Impact Day to give back to a cause you care about - because being human is our true superpower
• Team rituals that celebrate results and togetherness - from Movie Nights and Oktoberfest to Summer & Winter Parties

ABOUT US

Westwing, Europe’s #1 in Beautiful Living e-commerce, is present in 20+ European countries and achieved a GMV (Gross Merchandise Volume) of EUR 507 million in 2025. As Europe’s premium one-stop destination for Design Lovers, it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop, Daily Specials, Stores, the B2B Service (Westwing Business) and the Westwing Design Service. Westwing’s team works together on its shared purpose to “Excite people to create homes that unlock the full beauty of life”. Founded in 2011, Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018.

Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We’re made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the “wow, you work at Westwing?” crowd.

Diversity is deeply rooted in our culture. Our mission doesn’t stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone’s uniqueness, cultural differences and equal opportunity.

Department

Technology