We’re looking for a Head of CRM to lead our global CRM & Retention strategy and drive customer lifetime value across our DTC eCommerce ecosystem.
This is a high-impact role for a strategic thinker who thrives on data, personalization, and customer-centric marketing. If you're passionate about building meaningful customer relationships and want to shape the entire customer journey—from acquisition to loyalty—this role is for you.
Once you join our Team you will be responsible for :
CRM & Retention Strategy
- Designing and executing a comprehensive CRM and retention strategy across multiple international markets
- Driving customer lifecycle programs that increase retention, loyalty, and lifetime value
- Leading the development of CRM-related KPIs and growth models aligned with company goals
Team Leadership & Cross-Functional Collaboration
Managing and mentoring a team of CRM specialists, marketing automation experts, and data analystsWorking closely with Brand, eCommerce, BI, Customer Care, and Product teams to align messaging and campaignsIntroducing and championing best practices in lifecycle marketing across the organizationPersonalized Communication & Automation
Developing a scalable strategy for automated and personalized communication across email, SMS, push, WhatsApp, and on-site channelsDefining customer journey frameworks and lead nurturing flows tailored to behavioral segmentsOverseeing the development and optimization of lead generation campaigns (pop-ups, forms, capture tools) across owned channelsPartnering with BI and Data Science teams to build predictive models for retention, churn, and segmentationIntegrating CRM activities with performance and content marketing for a seamless omnichannel experienceData-Driven Decision-Making
Monitoring key CRM metrics such as retention rate, CLV, churn, open / click rates, revenue contribution, and NPSProviding strategic recommendations to the CMO / Chief Growth Officer based on campaign performance and data insightsScaling CRM operations into new markets while adapting to local audience needs and behaviorsWhy Tylko? We celebrate inclusivity and work together to build a culture of happy, healthy employees who are truly heard, and provide the following great benefits for every single member :
One bonus day off every monthComprehensive healthcareMultisportA discount on all Tylko productsAnd of course, a dog-friendly office7–10+ years of experience in CRM, retention marketing, or customer lifecycle management in eCommerce (DTC, retail, or marketplace)3–5+ years of experience in a leadership role with direct team managementProven success running multi-country, multi-language CRM campaignsHands-on experience with tools like Braze, Synerise, Iterable, or similarStrong data and analytics skills , with working knowledge of tools like Amplitude, Power BI, Looker, or TableauDeep understanding of retention, CLV, and marketing automation best practicesExperience working in an omnichannel (online + offline) environmentFluent Polish and in English (additional languages are a plus)Willingness to work from our Warsaw office 3 days a weekAnd last but not least – we’re looking for someone who is :
A strategic thinker who combines data with creativityProactive and takes full ownership of projects and outcomesA natural mentor and team leaderExcited to test new tools, AI, and machine learning for personalization and recommendationsTruly customer-focused – always thinking about what creates value for the user#J-18808-Ljbffr
