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About the Role

As the CRM Lead, you will own the CRM vision, strategy, and execution across FORMEL SKIN and VOY's health brands. You will lead the development of world-class customer lifecycle programs that drive acquisition, engagement, retention, reactivation, and customer lifetime value across multiple healthcare verticals. This role combines strategic leadership with operational excellence and is ideal for an experienced CRM leader who thrives in high-growth, data-driven environments.

Responsibilities

• Define and execute a best-in-class CRM and lifecycle marketing strategy across dermatology, weight management, and future healthcare categories.
• Establish clear goals, KPIs, and roadmaps that support company growth objectives.
• Own key CRM metrics including activation, retention, reactivation, engagement, and customer lifetime value.
• Continuously identify opportunities to improve customer experiences and long-term business performance.
• Build, mentor, and scale a high-performing CRM team.
• Foster a culture of ownership, experimentation, and continuous improvement while ensuring operational excellence.
• Develop sophisticated segmentation, automation, and personalization strategies that deliver relevant customer experiences across multiple brands, products, and customer journeys.
• Establish a rigorous testing culture across CRM channels.
• Leverage customer insights, analytics, and experimentation frameworks to continuously optimise performance and uncover growth opportunities.
• Partner closely with Growth, Product, Medical, Brand, Data, and Technology teams to launch strategic initiatives, support new product launches, and identify opportunities for cross-brand engagement and expansion.

Requirements

• 5+ years of CRM, lifecycle marketing, retention, or growth experience, with several years leading high-performing teams in fast-growing digital businesses.
• Proven track record of scaling CRM functions and driving measurable impact on retention, engagement, customer lifetime value, and revenue growth.
• Deep expertise in CRM and marketing automation platforms such as Customer.io, Braze, Iterable, Salesforce Marketing Cloud, Klaviyo, or similar tools.
• Strong analytical and commercial mindset, with experience leveraging tools such as Tableau, Looker, GA4, SQL, or similar platforms to drive decision-making.
• Exceptional stakeholder management skills, with experience influencing senior leadership and collaborating effectively across Product, Marketing, Data, Medical, and Technology teams.
• Fluent German and English, combined with a hands-on, entrepreneurial approach and a passion for building outstanding customer experiences.
• Experience managing CRM across multiple brands, markets, or product categories.
• Familiarity with subscription businesses, healthtech, consumer healthcare, or regulated industries.
• Strong understanding of CRM deliverability, consent management, GDPR compliance, and customer data infrastructure.

Skills

• CRM
• Lifecycle marketing
• Retention
• Growth
• Team leadership
• Customer segmentation
• Marketing automation
• Customer.io
• Braze
• Iterable
• Salesforce Marketing Cloud
• Klaviyo
• Analytics
• Tableau
• Looker
• GA4
• SQL
• Stakeholder management
• German
• English
• Entrepreneurial approach
• Customer experience
• Subscription businesses
• Healthtech
• Consumer healthcare
• Regulated industries
• CRM deliverability
• Consent management
• GDPR compliance
• Customer data infrastructure

Location

• Berlin

Work Type

• Remote
• Flexible working hours

Experience Level

• 5+ years of CRM, lifecycle marketing, retention, or growth experience
• Several years leading high-performing teams

Benefits

• 28 days vacation
• NAVIT or Urban Sports Club membership
• Employee discounts on our products
• Professional development budget
• Remote work allowance

About the Company

• At FORMEL SKIN, part of the VOY family, we're redefining how people access healthcare.
• Together, we're building one of Europe's leading digital health platforms, helping millions of people improve their health through personalised treatments across dermatology, weight management, and preventative care.
• Backed by some of Europe's leading health and consumer investors, FORMEL SKIN and VOY combine medical expertise, technology, and customer-centric innovation to make evidence-based healthcare more accessible, convenient, and effective.
• To date, we have supported millions of customers and patients through personalised treatment journeys and continue to expand our impact across new health categories.
• Our ambitious team brings together experts from healthcare, consumer technology, product, growth, and operations.
• Based in Berlin and operating internationally, we're building the future of digital healthcare—and we're looking for exceptional people to join us on this journey.