Team Lead Customer Engagement (m/f/nb)

Are you a data-driven leader with a passion for fostering long-term relationships with B2B customers and leveraging cutting-edge technology? We're an innovative electronics online retailer, and we're looking for a Team Lead Customer Engagement (m/w/d) to drive our customer retention and engagement strategies for our business customers .

In this pivotal role, you'll lead a team focused on building lasting relationships with our B2B customers across all marketing channels. Your mission? To foster loyalty and maximize customer lifetime value through intelligent, data-led initiatives .

• Drive data-driven decision-making: Utilize advanced analytics to deeply understand B2B customer behavior, identify opportunities, and rigorously measure the effectiveness of all Customer Engagement Strategies through robust A/B testing and experimentation.
• Strategize and launch a holistic loyalty program: Develop and implement a comprehensive loyalty program that rewards our B2B customers and encourages repeat purchases.
• Leverage customer segmentation for tailored personalization: Work with our customer segments to develop and execute highly personalized experiences that precisely cater to the unique needs and preferences of each customer cluster. Optimize experience across the entire customer lifecycle which helps to turnaround NPS satisfaction scores along the entire customer journeys.
• Innovate with AI: Explore and implement AI-driven solutions to personalize B2B customer experiences, optimize campaign performance, and enhance our overall Customer Engagement Strategy.
• Lead and mentor a talented team: Guide and develop your team to achieve ambitious goals, fostering a culture of continuous improvement and customer-centricity.
• Orchestrate automated customer journeys: Design and optimize automated campaigns that deliver timely, relevant information and product recommendations, guiding B2B customers through their lifecycle and inspiring additional purchases.
• Collaborate cross-functionally: Work closely with marketing, product, and sales teams to ensure a seamless and consistent B2B customer experience.

• Proven experience in Customer Engagement Strategies , CRM, or a related field within a B2B context, preferably within an e-commerce or electronics environment.
• Exceptional analytical skills and a highly data-driven mindset are paramount. You're comfortable diving into complex B2B data, extracting actionable insights, and using them to inform every strategic decision.
• D emonstrated experience with A/B testing and experimentation methodologies to optimize campaign performance and B2B customer journeys.
• Through your experience with AI/machine learning concepts and applications , you understand the potential of AI and are eager to apply it to B2B customer engagement challenges.
• Customer-centric working style where you instinctively put the B2B customer first, understanding their needs and designing experiences that delight them.
• Your leadership and communication skills are impressive, enabling you to inspire a team, articulate complex ideas clearly, and influence stakeholders.
• Curiosity and a proactive approach to exploring new technologies and strategies.
• Very good German (C1) and English (B2) skills , both written and spoken