Lead CRM (w/m/x/d)

Join the ride!

As Lead CRM, you are the strategic and operational center of our CRM function. You shape and drive the retention agenda across all user horizons, onboarding new users, retaining active users and reactivating lapsed or dormant ones. Working closely with the VP Marketing and other parts of the Marketing team you translate the CRM vision into execution, lead the CRM team (2-3 people), and make sure every touchpoint either deepens a user relationship or proves that it did.

Deine Verantwortung

• Drive the MILES CRM strategy in close collaboration with VP Marketing, anchored in our retain–reactivate–resurrect framework and aligned with commercial growth targets.
• Own retention KPIs across the full user lifecycle incl. churn rate, reactivation rate, incremental trip volume and hold yourself accountable to them.
• MILES today has a very mature CRM set-up, and we want you to take it to the next level: from multi-channel to omni-channel, from broad segments to behavioral micro audiences, from medium automation to AI-driven workflows.
• Develop a true omni-channel user experience that goes beyond e-mail, push and in-app messages to create engaging experiences for our users.
• Lead the transition from broad segment-based CRM to high-intent behavioral micro-audiences, nudging our users with relevant content at the right time.
• Integrate AI and predictive logic into the CRM workflow - Next Best Action, churn prediction, individual behavior windows - in close partnership with BI and Product.
• Champion a measurement discipline: work with Marketing Intelligence and BI to establish a permanent global holdout group and shift the team’s reporting from campaign metrics to incremental revenue attribution.
• Work together with the Brand team to ensure that more touchpoints are value-add rather than conversion-driven, building a CRM experience users would genuinely miss if it disappeared.
• Lead the CRM team to coordinate delivery, share context, and raise the quality of the team’s output
• Collaborate across Marketing, Product, BI, and Design to ensure CRM is connected to the full product and brand experience.

Dein Profil

• 5+ years of experience in CRM, lifecycle marketing, or retention strategy with a track record of working at a senior individual contributor or lead level.
• Proven ownership of retention metrics in a B2C digital product environment with a meaningful active user base.
• Strong strategic instinct: you can turn a retention brief into a prioritised roadmap and a roadmap into measurable outcomes.
• Solid understanding of CRM infrastructure incl. segmentation logic, automation architecture, channel orchestration, as well as hands-on enough to challenge what’s being built.
• Experience with or strong working knowledge of braze; familiarity with AI-driven personalisation and predictive tooling is a strong advantage.
• Data-literate and commercially sharp: you know the difference between a vanity metric and a retention signal, and you build reporting accordingly.
• Comfortable working in a collaborative team structure where influence matters as much as authority.
• Fluency in English; German is an advantage in our Berlin-based context.

Benefits

• Mobility: Choose between monthly MILES credits or the Deutschlandticket.
• Fitness: Enjoy a subsidized Urban Sports Club membership for your physical and mental well-being.
• Discounts: Access 1,500+ providers for discounts on sneakers, theater visits, and more.
• Home Office: Enjoy the flexibility of working from our office in Berlin and from home.
• Retirement: Secure your financial future with our attractive pension plan.
• Growth: We prioritize personal development through knowledge sharing and training opportunities (with the support from our HR Team and the Team Leads).
• Social Impact: We dedicate a portion of our revenue to support regional social projects, actively contributing to the well-being of society and the environment. #milescharity

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Position Details

• Job Title: Lead CRM (w/m/x/d)
• Company / Organisation: MILES Mobility
• Location: Berlin
• Employment Type: Full-time
• Field / Industry: Marketing
• Work Arrangement: On-site or hybrid - Berlin

About This Opportunity

This full-time opportunity at MILES Mobility is an excellent opening for experienced professionals in the field of marketing and digital growth. The role is structured around an on-site or hybrid environment based in Berlin and is designed for candidates who are ready to make a meaningful contribution from the moment they join.

Based in Berlin, this role offers the opportunity to collaborate closely with a local team in a structured professional environment. Candidates currently based in the area or open to relocation are strongly encouraged to apply.

Whether you are an established practitioner in marketing and digital growth or a highly skilled professional looking for your next challenge, this Lead CRM (w/m/x/d) role offers the platform to apply your expertise in a real-world, results-oriented environment. MILES Mobility is looking for a candidate who can hit the ground running and add genuine value to the team.

Who Should Apply

This role is ideal for candidates who have a solid background in marketing and digital growth and a demonstrable track record of delivering high-quality results. You should possess strategic thinking, creativity, data literacy, and strong written communication. Experience working with marketing platforms, analytics tools, content management systems, and campaign management software will be an advantage, though a commitment to continuous learning and professional development is equally valued.

Beyond technical or domain expertise, MILES Mobility is looking for someone who communicates clearly, collaborates effectively with colleagues and stakeholders, and takes ownership of their work from start to finish. If you thrive in a professional environment and are passionate about the opportunity to drive brand awareness, audience growth, and measurable business results, we encourage you to apply.

Key Competencies for This Role

Successful candidates for the Lead CRM (w/m/x/d) position at MILES Mobility will typically demonstrate the following core competencies:

• Domain expertise - a strong foundation of knowledge and hands-on experience in marketing and digital growth
• Problem-solving ability - the capacity to identify challenges, think critically, and implement practical solutions efficiently
• Communication skills - clear and professional communication with colleagues, stakeholders, and partners at all levels
• Self-management - strong time management and the ability to prioritise a varied workload while meeting deadlines
• Team collaboration - a collaborative and supportive approach to working alongside colleagues across departments or locations
• Adaptability - the ability to respond positively to change and thrive in a dynamic, evolving work environment

How to Apply

To apply for this Lead CRM (w/m/x/d) position at MILES Mobility, click the "Apply Now" button on this page. You will be taken directly to the official application page where you can complete and submit your application.

Before applying, please ensure that your CV or résumé is fully up to date and clearly highlights your experience and accomplishments in marketing and digital growth. If a cover letter is included or requested, tailor it specifically to this role and explain how your background, skills, and goals align with what MILES Mobility is looking for in a Lead CRM (w/m/x/d).

All applications for this role are processed directly by MILES Mobility. Career Nest facilitates the job discovery process and does not pre-screen or forward applications on behalf of employers. There are no fees for job seekers at any stage of the application process.

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