CRM Ownership (Retention Marketing)

About Us

We are FINE DINE: Ambitious. Profitable. Fast. In 3.5 years, we have facilitated over 1 million restaurant visits with the FINE DINE Box and grown over 300% YoY. We have developed a unique product, partnering with renowned media outlets and top restaurants in DACH. Our vision is to expand the FINE DINE Box to over 100 European cities by 2030 and transform our CRM into a true retention engine.

The Challenge & The Opportunity

Our CRM has been good, but our ambition is for it to be among the best. Therefore, we are not looking for a Newsletter Manager; we are seeking an A-Player to fully own and elevate this critical area.

Responsibilities

• CRM Ownership: Strategically and operationally manage our entire CRM setup.
• Campaigns & Flows: Oversee all campaigns, flows, automations, segmentations, reviews, customer insights, and surveys, focusing on revenue, contribution margin (DB3), and Customer Lifetime Value (CLV). Channels include email, phone, WhatsApp, and print mailings.
• Copywriting & Briefings: Develop data-driven copy, creative, and campaign hypotheses; implement them directly or create clear briefs for agencies/freelancers.
• Customer Journey: Build a lifecycle journey from scratch to convert first-time buyers into loyal, repeat customers.
• Customer Insights: Systematically identify reasons for purchase, non-purchase, or churn; translate customer feedback into improved CRM campaigns, landing pages, creatives, and performance marketing angles.
• Customer Satisfaction: Implement systems to systematically capture, analyze, and act on NPS, CSAT, reviews, and customer feedback for product and service improvements.

Qualifications

• Copywriting: Exceptional copywriting skills, capable of writing persuasive and effective sales copy.
• Klaviyo Expertise: Expert knowledge of Klaviyo, including optimizing flows, campaigns, and segments to maximize CLV. Deep understanding of surveys, retention, and customer journey mapping.
• Unit Economics: Proficient in calculating and articulating unit economics and key KPIs (from DB1 to DB3).
• WhatsApp Marketing: Initial experience with WhatsApp marketing, ideally with Chatarmin.
• Print Mailings: Experience in conceptualizing, implementing, and measuring the effectiveness of print mailings (postcards, series letters).
• AI-first Approach: Strategic use of AI as a productivity and quality enhancement tool.
• High Stress Resilience: Ability to remain calm and effective under pressure.
• Self-Management: 100% autonomous, structured work ethic with a focus on prioritizing high-impact growth levers.

Nice to Have:

• Experience with CRO, Hotjar, Microsoft Clarity, or A/B testing logic.
• Experience with Adobe InDesign.
• Experience with subscription-based D2C products.
• Experience with Shopify, Typeform, and Replo.
• Experience working for a D2C, E-commerce, or premium consumer brand.

Benefits

• Salary: €70,000 - €100,000 (Fixed salary with a variable component).
• Team: Collaborate with hungry, ambitious A-players.
• Impact: Assume a key role in the company's most crucial business area.
• Ownership: Full responsibility for the entire CRM function and decision-making.
• Personal Growth: Accelerated professional development.
• Perks: Wellpass, company mobile phone, company laptop, Jobrad (company bike lease scheme), and other necessary resources.