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About the Role
We're looking for a highly analytical, data-driven Director of Customer Lifecycle (CRM) who will architect a sophisticated, machine-learning-adjacent customer lifecycle engine designed to maximize long-term retention and engagement across our global user base. Your mission is to bring structure, rigorous experimentation, and algorithmic scalability to a CRM system that is complex by nature — with many entry points, diverse user flows, and a high bar for automation. You will sit at the intersection of marketing, product, and data science, moving comfortably from high-level retention strategy to hands-on pipeline and campaign execution.
Responsibilities
- Own the full CRM strategy, with a heavy emphasis on mapping day-0 (d0) user behavior to optimize early-stage retention and long-term user monetization.
- Collaborate with Data Science to deploy predictive logic, user-level personalization models, and behavioral triggers across Email, Push, SMS, and In-App.
- Design, execute, and analyze systematic experiments that look past surface-level metrics to measure true incrementality and downstream KPI impact (e.g., Day-30, Day-90 retention).
- Work directly with Data and Engineering to design, audit, and optimize the CRM data schema, ensuring real-time event tracking is clean, correctly mapped, and actionable.
- Build, troubleshoot, and optimize complex logic loops and API-triggered campaigns yourself.
Requirements
- You speak the same language as data scientists.
- You have a deep understanding of statistical significance, multi-variant testing, and how to isolate incremental lift.
- Mastery of omnichannel orchestration platforms (e.g., Braze).
- Proven track record of personally building complex liquid logic, API-triggered webhooks, and multi-step Canvas flows without needing an intermediary team to execute for you.
- You know how to structure customer data so it scales.
- Can pinpoint exactly when a downstream personalization failure is an execution problem versus an underlying data pipeline or schema issue.
- Experience managing high-volume engagement at companies with large, active user bases where lifecycle complexity is real and data clean-room hygiene is paramount.
- Experience overhauling a fragmented, "spaghetti-logic" CRM setup into a clean, scalable lifecycle engine, or experience writing basic SQL to query your own engagement data.
- Take complete accountability for the post-install world.
- If a flow breaks or a tracking event drops off, you are eager to jump into the data logs, diagnose the issue, and fix it yourself.
- Look at CRM through a product lens.
- Understand that great retention starts at onboarding (d0) and that communication instruments are an extension of the product experience.
- Comfortable working in a high-growth environment where data frameworks are still evolving.
- Can hold a vision for predictive, automated systems while building tight, pragmatic short-term workflows that don't add technical debt.
Skills
- Machine Learning
- Customer Lifecycle Management
- CRM
- Marketing
- Product Management
- Data Science
- Retention Strategy
- Experimentation
- Personalization
- Email Marketing
- Push Notifications
- SMS Marketing
- In-App Messaging
- Data Schema Design
- Data Engineering
- API Integrations
- SQL
Location
- Berlin
Work Type
- Onsite
- Full-time
Experience Level
- Director
Salary/Compensations
- 120-160k
Benefits
- Equity
- Transport subsidy
- Breakfasts and lunches
- Language learning
- Urban Sports Club
About the Company
- We’ve been bootstrapped and profitable from day one, and the FT1000 named us Germany’s fastest-growing company.
- We’re building the global leader in rewards, at a $1bn+ revenue run rate and climbing fast.
- We offer all Berlin-based employees equity in Almedia to truly be a part of our success.
- Grow alongside a startup that has been profitable from day one.
- Work from a fully-stocked modern office built for collaboration, accessible from all around Berlin.
Equal Opportunity
- We believe in fostering talent, evaluating all skill levels during the hiring process, and providing a clear path for growth.
- Almedia is an equal opportunity employer.
- We embrace and celebrate diversity, and encourage individuals from all backgrounds to apply.