Head of CRM & Personalisation (Team Lead)

About the role

As Head of CRM & Personalisation you will own the strategy that connects Westwing with millions of customers across Europe. Based in Munich, you will transform traditional CRM into a highly personalised, data‑driven experience that feels like a premium concierge for each shopper.

Key responsibilities

• Define and execute CRM and digital personalisation strategies across email, push and onsite channels.
• Translate customer behaviour and intent into advanced targeting frameworks, messaging, frequency and offers.
• Own the end‑to‑end personalisation roadmap, including behavioural triggers, recommendation flows and lifecycle retention programmes.
• Lead a high‑performing CRM team, raise data and tooling standards, and embed AI and automation to maximise reach and list health.
• Present strategy, performance and investment cases to the CEO and senior leadership, aligning priorities across Marketing, Product and Technology.
• Drive accountability for CRM KPIs such as conversion, retention and lifetime value.

Required profile

• 7+ years of experience in CRM, lifecycle management or large‑scale customer engagement, preferably within a consumer brand.
• Proven leadership of cross‑functional teams in a fast‑growth environment.
• Track record of delivering personalisation at scale.
• Strong analytical mindset combined with customer empathy.

Required skills

What we offer

• Permanent contract in Munich.
• Opportunity to build a world‑class personalisation capability.
• Collaborative environment with advanced data and AI resources.