Head of CRM (m/f/x)

We are looking for a Head of CRM who will own the full customer lifecycle across both sides (buying and selling) and both main categories (Consumer Electronics and Media) in our business, building the programmes, infrastructure and measurement framework that turn one-time transactions into long-term commercial relationships. 

This is a senior commercial role that will have a revenue target, direct access to leadership (reporting to the Chief Commercial Officer), and the mandate to build something world-class

Ready to become part of the most important mission on this planet? We are rebuy, pioneers in the sustainable reuse of electronics and media, and we are looking for you! Our mission: to make circular living accessible to all, one transaction at a time. By giving products a second change, we reduce resource consumption and avoid unnecessary e-waste.

Our team of 500 comes from all corners of the world; we drive things forward collaboratively, take personal responsibility, value positive critical thinking, and persistently serve our customers and planet.

Key Responsibilities:

• Design and own the end-to-end lifecycle strategy for our customers (buyers and sellers) across our two main categories (Consumer Electronics and Media), from first transaction through onboarding, development, retention and reactivation, ensuring every stage is built on behavioural data and commercial logic

• Own customer lifetime value as a primary commercial metric, tracking LTV development by cohort and acquisition channel, measuring the incremental uplift generated by CRM engagement, and using LTV trajectory as a lens for prioritising lifecycle investment

• Develop and maintain a behavioural segmentation model that incorporates e.g. device upgrade cycle signals, category affinity, condition grade preference and inventory availability, ensuring every communication is relevant to the individual receiving it at the moment they receive it

• Own an incrementality measurement framework, refining holdout tests and attribution methodology and moving the business from platform-reported CRM revenue to incremental contribution

• Collaborate on a regular basis with Category Management to ensure CRM activity incorporates commercial nuance

• Optimise promotional activity, ensuring an appropriate balance between commercial need and long-term customer engagement

• Lead the CRM technology agenda, identifying gaps in the stack, making the case for investment in CDP infrastructure, recommendation engine integration and data warehouse connectivity, and ensuring the technical implementation matches the strategic ambition 

• Build and continuously optimise the seller-to-buyer and buyer-to-seller conversion programmes, turning our two-sided marketplace into a structural LTV advantage through sequenced, personalised journeys 

• Manage and develop a team of 5 CRM managers and associates, setting the standard for commercial thinking, analytical rigour and creative quality

• Collaborate daily with Category Management to ensure CRM activity is driven by commercial need 

• Present CRM performance, commercial contribution and strategic recommendations to the C-suite, communicating in the language of margin, LTV and incremental revenue, rather than open rates and click rates

• 10-12 years of total marketing experience with a minimum of 6-8 years owning CRM strategy and execution in a data-driven consumer or ecommerce business, building and leading a CRM programme

• Demonstrable commercial accountability: has owned a revenue or contribution target for CRM, and can speak to the outcomes delivered against it

• Hands-on lifecycle strategy capability: can design a full lifecycle architecture across acquisition, onboarding, retention and reactivation

• Strong analytical self-sufficiency: able to build cohort LTV analyses, design holdout tests and interpret incrementality results 

• Proven experience with at least one enterprise-grade CRM platform at scale (Klaviyo, Braze, Emarsys, Salesforce Marketing Cloud or equivalent) and a view on what good platform configuration looks like 

• Native German speaker with fluent command of English 

Preferred:

• Experience in a two-sided marketplace where seller and buyer relationships require distinct lifecycle strategies

• Familiarity with the broader modern CRM stack: CDPs such as Segment, data warehouse integration, event tracking infrastructure, recommendation engines 

• Experience building or improving incrementality measurement in a business that previously relied on platform-reported figures

• German market consumer experience, understanding the specific characteristics of German digital consumers 

• Exposure to recommerce, refurbished goods, circular economy or any business where the product proposition requires trust-building as a primary commercial lever

Location:

• Berlin

• Hybrid model (Must be willing to work from the office at least 3 days a week)

Purpose, a great company culture and incredible benefits - what to expect at rebuy:

• Work with a friendly team that is passionate about circularity and wants to make the world a little more sustainable, one transaction at a time.

• Feel comfortable in an environment where independence and new ideas are welcome.

• Benefit from flat hierarchies and the greatest possible transparency so that things don't take longer than they have to and you always feel well informed.

• Enjoy our centrally located office in Berlin (Erkelenzdamm 11 - 13, 10999 Berlin).

• Benefit from our family-friendly, flexible environment and paid child sick leave.

• Bring your dog to the office: we love animals and want to cuddle yours, too!

• Use employee discounts on rebuy.de, sustainable products at Futurebens, offers for sustainable micro-mobility and massages directly in our office.

• Have fun at our legendary team and company events.

• Use our mental health offers as part of a cooperation with Nilo. 

• Take care of your work-life balance with 30 vacation days.

• Stay active with our own gym located directly in the building, making it easy to fit workouts into your daily routine.

• Benefit from an on-site daycare in the building, supporting a truly family friendly and flexible working environment.

*At rebuy all people are welcome and supported! We would like to talk, regardless of age, disability, national and social origin, skin color, religion, gender identity and sexual orientation. Just be who you are.