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

JOIN OUR TEAM

As a Head of CRM & Personalisation
, you will lead an executive growth mandate to define how we target, communicate with, and retain millions of customers across Europe. For Westwing, personalisation means building a connection with our design-loving audience with a unified voice that acts as the digital equivalent of an elite store assistant, deeply understanding our customers’ state of mind, knowing when they are ready to buy, and recognizing when they need a gentle nudge.

In this role, you will drive the transformation of CRM from traditional broadcasting to true personalisation at scale, leveraging recency signals, behavioural data, and commercial offers across email, push, and onsite channels to turn a broad opted‑in base into an activated, highly engaged revenue driver.

This role offers a rare opportunity to build a world‑class capability from our strong foundations of inspiration and curation, combined with our advanced data and AI capabilities. This position is permanent and based in Munich
.

• Define how Westwing connects with customers across email, push, and onsite at every stage of their journey, from first discovery to loyal repeat buyer, building CRM and digital personalisation strategies rooted equally in emotion and commercial logic
• Translate customer behaviour, psychology, and intent into advanced targeting frameworks, defining the precise messaging, optimal frequency, and specific commercial offers that match the customer’s state of mind
• Transform our digital (web and app) and CRM touchpoints into the voice of a premium concierge, shaping a cohesive tone and message framing that reflects an authentic understanding of the customer at a multi‑million‑user scale
• Own the personalisation roadmap end‑to‑end, managing everything from behavioural trigger programmes and recommendation‑led flows to lifecycle retention mechanics for high‑LTV segments, while leveraging AI and automation to maximise reach and list health
• Act as the executive voice of CRM across the organisation, presenting strategy, performance, and investment cases directly to the CEO and senior leadership to drive alignment on priorities across Marketing, Product, and Technology
• Lead and scale a high‑performing CRM team, establishing operational best practices, raising data and tooling standards, and bringing an equal balance of customer empathy and analytical rigour to everything the function ships
• Drive full accountability for CRM channel KPIs, tracking conversion, retention, and lifetime value metrics to turn data insights into compounding, long‑term performance improvements

• 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 an 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

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…