Customer Success Manager

• Development, maintenance and restructuring of the existing CRM setup in Klaviyo (including flows, segmentation, triggers, automations)
• Design, planning and execution of cross-channel CRM campaigns (email, SMS, push, loyalty, postcard actions)
• Building a customer lifecycle framework from onboarding to re-activation
• Conducting A/B tests, performance analyses and deriving data-driven recommendations
• Continuous optimization of KPI-driven campaigns (open rate, CTR, CVR, unsubscribe rate, CLV, repeat purchase rate)
• Close collaboration with Design & Content for the creative implementation of newsletters and automations
• Management of CRM-related budgets, incentives and loyalty programs
• Ensuring data quality, GDPR compliance and tracking (e.g., via UTM, Shopify, Klaviyo Analytics)
• Reporting and presenting results to management and the marketing team

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