CRM & WhatsApp Growth Manager

Bedrijfsomschrijving

Be part of an iconic story.

This organization serves as a platform for growth, focusing on building brand strength and staying relevant in a rapidly changing world. By connecting global, iconic brands more closely to the evolving needs of consumers, it ensures a strong foundation for both the present and future generations.

Guided by shared values and empowered by scale and global reach, the company is committed to driving fashion forward for good. Operating as one unified team with a clear vision and plan, it exemplifies the power of collective effort and shared purpose.

Functieomschrijving

Are you a strategic CRM & WhatsApp Growth Manager with a strong commercial mindset and a passion for customer engagement? This is an exciting opportunity to join an international fashion brand headquartered in Amsterdam, where you will lead CRM and WhatsApp initiatives, build data-driven customer journeys, and drive measurable growth in retention, engagement and lifetime value across multiple markets. Deadline for submissions is Friday the 7th of August at 12:00.

We are recruiting for an experienced CRM & WhatsApp Growth Manager to lead member growth, lifecycle marketing, and the launch of a new WhatsApp channel across Europe. This role will be responsible for developing and executing CRM strategies that increase customer engagement, loyalty, and lifetime value, while also defining the WhatsApp roadmap, use cases, operating model, and channel activation plan. In this role you work closely with CRM, Commerce, Data, Product, and Technology teams as well as you will combine strategic thinking, data-driven decision making, and hands-on campaign execution to deliver measurable business growth across owned channels.

Role and Responsibilities:

CRM & Member Growth Strategy
Develop and execute CRM strategies focused on customer acquisition, engagement, retention, and lifetime value growth.
Identify opportunities to increase purchase frequency, average order value, and customer loyalty through targeted lifecycle marketing initiatives.
Create and optimize customer contact strategies across email and emerging channels.

Lifecycle Marketing & Automation
Design, implement, and optimize automated customer journeys across the full customer lifecycle, including onboarding, nurture, loyalty, next best action, cross-sell, reactivation, and win-back programs. Establish testing frameworks to continuously improve campaign performance, personalization, and customer experience. Ensure communications are relevant, timely, and aligned to customer behaviors and preferences.

WhatsApp Strategy & Channel Launch
Define the WhatsApp CRM and engagement strategy, including vision, roadmap, governance, KPIs, and customer use cases.
Lead the setup and launch of WhatsApp as a new customer engagement channel, working with internal stakeholders and external partners.
Develop audience, messaging, and personalization strategies to maximize engagement while maintaining compliance and customer trust.
Build and optimize WhatsApp customer journeys, including acquisition, transactional messaging, loyalty engagement, product recommendations, and service communications. Establish measurement frameworks and best practices to scale the channel effectively.

Cross-Functional Collaboration
Partner closely with CRM, Digital Commerce, Retail, Data & Analytics, Product, and Technology teams to deliver integrated customer experiences.
Collaborate with regional and global stakeholders to align CRM and WhatsApp initiatives with broader business priorities. Support the development of marketing playbooks, processes, and governance frameworks for CRM and WhatsApp activation.

Data & Performance Management
Analyze customer behavior, segmentation performance, campaign results, and lifecycle metrics to identify growth opportunities. Translate data into actionable insights and recommendations for senior stakeholders. Monitor and report on key KPIs including customer acquisition, retention, engagement, conversion, revenue contribution, and customer lifetime value.

Personalization & Loyalty
Enhance segmentation and personalization capabilities to deliver relevant customer experiences at scale.
Support loyalty and membership initiatives designed to deepen customer relationships and increase long-term value.
Identify innovative approaches to customer engagement, leveraging emerging technologies and industry best practices.

Ideal Candidate

• 5+ years of experience in CRM, Lifecycle Marketing, Customer Engagement or Growth Marketing;
• Proven experience developing and executing CRM strategies within retail, fashion, lifestyle, luxury or high-growth e-commerce environments;
• Experience with WhatsApp as a customer engagement or marketing channel is highly desirable;
• Strong track record of improving customer retention, engagement and lifetime value;
• Strong analytical and commercial mindset, with the ability to translate customer insights into measurable business impact;
• Hands-on experience with CRM and customer engagement platforms such as Salesforce Marketing Cloud, Braze, Emarsys, Adobe Campaign or similar, including segmentation, automation and campaign analytics;
• Strong stakeholder management skills, with the ability to work cross-functionally in a fast-paced, international environment.

What you can expect from our client:

• An international environment which respects diversity, equality, and individuality;
• A beautiful state-of-the-art Campus;
• Depending on the role a monthly home - office budget;
• A chance to unwind with weekly social activities.