Head of Retention (m/w/d)

omos media

2d • Remote

About The Position

As a growing D2C brand, the long-term retention of our customers is one of the most important success factors for our company. You understand CRM not as a dispatch plan for as many emails as possible, but as an independent growth driver. You think in terms of Customer Lifetime Value, Customer Journeys, and sustainable customer relationships. You combine data, creativity, and business understanding to create long-term growth. Please note that German residency and a C1/C2 German level are prerequisites for this role. Unfortunately we can't consider applications that don't fulfil those requirements.

Requirements

• Several years of experience in CRM, Retention, or Lifecycle Marketing, as well as in team leadership.
• Experience in the D2C, subscription, or consumer brand environment – ideally with products that require explanation.
• Deep understanding of Customer Lifetime Value (CLV), cohort analyses, LTV:CAC ratios, churn, and other CRM KPIs.
• Experience in managing data-driven teams with short decision-making and feedback cycles; experience with Scrum or Kanban is a plus.
• Strategic thinking combined with a strong hands-on mentality and high implementation strength.
• Experience in building and further developing complex customer journeys and automated CRM processes.
• Strong communication skills and enjoyment of cross-departmental collaboration with Product, Marketing, and other stakeholders.
• Very good German skills (C1/C2) and good English skills.

Responsibilities

• Technical and disciplinary leadership of our CRM and Retention team.
• Responsibility for the strategic further development of our CRM and Retention strategy along the entire customer lifecycle.
• Control of central business KPIs such as Customer Lifetime Value (CLV), Retention Rate, Churn, Repeat Purchase Rate, and Revenue.
• Analysis of cohorts, customer behavior, and churn development, as well as derivation of data-based strategies and optimization measures.
• Development and optimization of automated customer journeys via email, SMS, and other CRM channels.
• Moderation and control of agile sprint processes, including planning, dailies, and reviews.
• Close collaboration with Product, CRO, and Performance Marketing to continuously develop the customer experience.
• Resource planning and prioritization within the team to efficiently achieve the most important business goals.

Benefits

• Full Mobile Office Work & Flexibility: Work throughout Germany with maximum trust
• 30 vacation days + 2 charity days on top
• Corporate Benefits, Fitness subsidy, mental health platform (Nilo Health)
• Mobility subsidy, pet sponsorship, team events, product packages
• And most importantly: always an open ear for you!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed