Senior CRM Manager DACH

HAYPP GROUP

We address one of the world’s biggest problems – how to end smoking. There are 1,1 billion smokers in the world. Around 8 million people die every year from smoking-related diseases. Our goal is to significantly reduce death rates, save lives and inspire people to choose smoke-free enjoyment. How? By offering people other nicotine products online.

Haypp Group is one of the Nordics’ leading e-commerce groups with eleven store brands, present in seven countries where we serve more than 1 million active consumers. Through brands such as Snusbolaget.se, Northerner.com, Nicokick.com etc., we sell nicotine pouches, Swedish style snus online as well as disposable vapes. With our headquarters located on Östgötagatan in Stockholm we are 300 team members mainly but not exclusively based in Sweden. Also, we are an innovative and fast-moving company that is growing rapidly, driving sustainable business and are changing the world in the process. We are currently on an exciting expansion journey, converting more and more smokers to smoke-free alternatives across all our markets globally.

THE ROLE

We are now looking for a Senior CRM Manager DACH to take ownership of our retention strategy in one of our most important markets. This is a key role where you will shape how we engage and retain our customers – from building loyalty programs and executing targeted campaigns to enhancing lifetime value and customer satisfaction. You will be part of our DACH business unit while also collaborating closely with a group of experienced retention and CRM specialists across all Haypp markets.

As Senior CRM Manager DACH, you will be responsible for defining and executing our retention strategy, ensuring alignment with our overall business and brand goals. You will work hands-on with email, SMS, loyalty programs and other digital retention channels, while continuously analysing churn, customer behaviour and performance metrics to optimise campaigns and maximise impact.

This is a remote first role, with occasional trips to the headquarters in Stockholm and/or to meet colleagues in Germany.

KEY RESPONSIBILITIES

• Define and execute the retention strategy for the DACH markets
• Enhance brand awareness, customer loyalty, and engagement across DACH audiences
• Manage and execute retention campaigns via email, SMS, and loyalty programs
• Analyse churn, optimise retention journeys, and run win-back campaigns
• Lead and manage loyalty and rewards programs across DACH websites
• Continuously track and report on retention performance
• Collaborate with marketing and commercial teams to align campaigns with business objectives
• Work hands-on with external email and SMS providers
• Leverage new technologies, including AI tools, to improve retention processes and output

WHAT WE'RE LOOKING FOR

We believe you are a strategic and hands-on retention professional with a strong interest in CRM, loyalty, and digital customer engagement. You enjoy working in a fast-paced environment, are curious about new technologies such as AI, and are motivated to make a tangible impact on customer retention and business growth.

You likely have:

• Bachelor’s degree in Business, Marketing, or a related field
• 5+ years of experience in retention/CRM roles,
• Proven experience with loyalty and CRM platforms such as Klaviyo, Yotpo, or similar
• Strong understanding of retention and CRM principles, techniques, and tools
• Excellent analytical skills to interpret metrics and drive data-led decisions
• Solid project management skills and ability to manage multiple priorities
• Deep knowledge of the German market and consumer behavior
• Fluency in English (written and spoken) and German (esp. written)

Bonus if you also bring:

• Experience in opinion forming, politics, or policy
• Experience with regulated industries
• Experience with Swiss customers
• Proficiency in additional languages
• Advanced reporting and analytical