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About the Role

We are seeking an experienced CRM / Loyalty / CRO Lead to sustainably increase retention, customer lifetime value, and conversion rates for a leading e-commerce and retail company. You will be responsible for the entire customer lifecycle after the initial contact, from onboarding and activation to repurchase and reactivation.

Responsibilities

• Design and operate the automation architecture in Klaviyo.
• Continuously develop the loyalty/member program.
• Drive a structured CRO program with hypotheses and A/B tests.
• Collaborate closely with Data/Tracking, eCom, and Brand to deliver relevant, personalized communication across all lifecycle phases.
• Build and manage the entire CRM and lifecycle strategy (email, push, potentially SMS).
• Conceptualize and implement automations/flows in Klaviyo (Welcome, Browse & Cart Abandonment, Post-Purchase, Winback).
• Perform segmentation, personalization, and A/B testing along the customer lifecycle.
• Develop the loyalty/member program to increase retention and CLV.
• Design and manage a CRO program (hypotheses, A/B tests, funnel and checkout optimization).
• Take responsibility for KPIs: repurchase rate, customer lifetime value, churn, engagement, and conversion rate.
• Work closely with Data/Tracking (CDP segments), eCom, and Brand.

Requirements

• Fluent German language skills are essential.
• Several years of experience in CRM, lifecycle, or retention marketing in e-commerce.
• Deep Klaviyo expertise (flows, segments, deliverability).
• Experience with conversion rate optimization, A/B testing, and funnel analysis.
• Experience with loyalty/membership programs is advantageous.
• Data and CLV-driven thinking, proficient in segmentation and testing.
• A good sense for tonality and brand consistency in direct customer communication.

Skills

• CRM
• Lifecycle Marketing
• Retention Marketing
• E-commerce
• Klaviyo
• Automation Architecture
• Loyalty Programs
• Member Programs
• Conversion Rate Optimization (CRO)
• A/B Testing
• Funnel Analysis
• Segmentation
• Personalization
• Data Analysis
• CLV Analysis
• Email Marketing
• Push Notifications
• SMS Marketing

Location

• Berlin
• Remote-friendly

Work Type

• Full-time
• Remote-friendly

Experience Level

• Experienced

Salary/Compensations

• Attractive compensation package

Benefits

• A rare opportunity to actively shape and modernize a major European sports retail brand.
• High ownership over CRM, retention, loyalty, and conversion of a key account.
• A dynamic, highly entrepreneurial environment with significant creative freedom.
• Collaboration with ambitious creatives, strategists, and operators.
• Long-term development opportunities in a fast-growing company.
• Remote-friendly work with a base in Berlin and a central role in one of the region's most ambitious digital retail transformation projects.

About the Company

• At Factory Innovations GmbH, we develop and scale modern digital growth systems for ambitious consumer brands.