Head of / Team Lead CRM & Personalisation (m/f/d)

JOIN OUR TEAM As a Head of CRM & Personalisation , you will define how we target, communicate with, and retain millions of customers across email, push, and onsite, turning a broad opted-in base into an activated, commercially converting audience. You will drive the transformation of CRM from broadcast to personalisation at scale, using recency signals, behavioural data, and commercial offers to drive measurable impact. The ambition is significant with an opportunity to shape how a premium European e-commerce brand does CRM. This position is permanent and based in Munich .

WHAT YOU'LL DO

• Own the CRM strategy across email, push, and onsite channels, defining audience segmentation, commercial messaging logic, and personalisation frameworks that convert new and repeat customers at scale, in close collaboration with Retail, Marketing, Data, and Creative
• Build and drive the personalisation roadmap, from behavioural trigger programmes and recommendation-led CRM flows to lifecycle retention mechanics for high-LTV segments
• Define channel optimisation strategy and establish frequency models, single-best-channel logic, and suppression rules to protect list health while maximising reach and engagement at scale, leveraging AI and automation where applicable
• Act as the executive voice of CRM across the organisation, presenting strategy, performance, and investment cases to senior leadership
• Scale the CRM function: Build best practices, tooling standards, and lead a high-performing team, bringing external expertise to raise the bar on what CRM at Westwing can deliver
• Drive accountability for CRM channel KPIs, tracking conversion and retention metrics, and translating data into iterative, compunding performance improvements

YOU COME WITH

• 7+ years of experience in CRM, lifecycle management, or customer engagement at scale, ideally within a loved consumer brand, including leadership experience of managing cross-functional teams in a fast-paced, high-growth environment
• Proven track record of delivering personalisation at scale, having taken personalisation from strategy through to live implementation and business impact, with a clear understanding of the requirements across data, tooling, and organisational alignment
• Deep expertise in segmentation, behavioural targeting, and commercial messaging strategy, paired with hands-on experience with CRM & data systems (e.g., Braze, Snowflake, or equivalents) at significant send volumes
• Strong analytical and commercial acumen, with the ability to size opportunities from raw data, build compelling business cases for executive audiences, and maintain a ROI-driven prioritisation
• An entrepreneurial mindset and strong sense of ownership, coupled with the stakeholder management skills to operate credibly at C-level while staying close enough to execution to drive quality outcomes
• Solid understanding of CRM infrastructure and data architecture , including audience pipelines, event-based triggers, and A/B testing frameworks
• Fluency in English; German is a plus

WHY WESTWING If you are looking for a place where ambition meets creativity, where ideas turn into impact fast, and where people are trusted to grow - you have found it. At Westwing, we’re building the Superbrand in Design with a team that’s shaping the future of beautiful home & living. Here is what you can look forward to:

• A high-performance culture built on trust, feedback and collaboration
• An inspiring, international environment that empowers you to think big, take ownership, and grow beyond your comfort zone
• A flexible hybrid setup with 3 office days per week - because strong connections and quick collaboration make great ideas happen
• Work-from-anywhere opportunities for up to 4 weeks per year - as fresh perspectives spark bold ideas
• A competitive compensation package including salary, benefits, and equity
• 30 days of paid holiday to rest, recharge, and come back ready to create
• A beautiful, centrally located, dog-friendly office with inspiring spaces, a sunny terrace, and good food - designed for moments that energise and connect
• Exclusive discounts - 40% off Westwing Collection, 20% off third-party brands (each on non-reduced items), 10% Family & Friends discount, plus special-occasion vouchers
• Wellbeing support through mental health resources, sports memberships, and preventive care
• Sustainable mobility options with discounted public transport and JobRad - moving with purpose and care for the planet
• Support for working parents, including our on-site Westwing Wichtel daycare and a partnership with multilingual provider Elly & Stoffl
• One annual Social Impact Day to give back to a cause you care about - because being human is our true superpower
• Team rituals that celebrate results and togetherness - from Movie Nights and Oktoberfest to Summer & Winter Parties

ABOUT US Westwing, Europe’s #1 in Beautiful Living e-commerce, is present in 20+ European countries and achieved a GMV (Gross Merchandise Volume) of EUR 507 million in 2025. As Europe’s premium one-stop destination for Design Lovers, it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop, Daily Specials, Stores, the B2B Service (Westwing Business) and the Westwing Design Service. Westwing’s team works together on its shared purpose to “Excite people to create homes that unlock the full beauty of life”. Founded in 2011, Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018. Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We’re made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the “wow, you work at Westwing?” crowd. Diversity is deeply rooted in our culture. Our mission doesn’t stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone’s uniqueness, cultural differences and equal opportunity.

Department Technology