Head of CRM

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 analysts

• Working closely with Brand, eCommerce, BI, Customer Care, and Product teams to align messaging and campaigns

• Introducing and championing best practices in lifecycle marketing across the organization

Personalized Communication & Automation

• Developing a scalable strategy for automated and personalized communication across email, SMS, push, WhatsApp, and on-site channels

• Defining customer journey frameworks and lead nurturing flows tailored to behavioral segments

• Overseeing the development and optimization of lead generation campaigns (pop-ups, forms, capture tools) across owned channels

• Partnering with BI and Data Science teams to build predictive models for retention, churn, and segmentation

• Integrating CRM activities with performance and content marketing for a seamless omnichannel experience

Data-Driven Decision-Making

• Monitoring key CRM metrics such as retention rate, CLV, churn, open/click rates, revenue contribution, and NPS

• Providing strategic recommendations to the CMO/Chief Growth Officer based on campaign performance and data insights

• Scaling CRM operations into new markets while adapting to local audience needs and behaviors

Why Tylko?
Being a part of the Tylko team goes beyond clocking in every day and keeping your head down. 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 month

• Comprehensive healthcare

• Multisport

• A discount on all Tylko products

• And of course, a dog-friendly office!

• 7–10+ 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 management

• Proven success running multi-country, multi-language CRM campaigns

• Hands-on experience with tools like Braze, Synerise, Iterable, or similar

• Strong data and analytics skills, with working knowledge of tools like Amplitude, Power BI, Looker, or Tableau

• Deep understanding of retention, CLV, and marketing automation best practices

• Experience working in an omnichannel (online + offline) environment

• Fluent Polish and in English (additional languages are a plus)

• Willingness to work from our Warsaw office 3 days a week

And last but not least – we’re looking for someone who is:

• A strategic thinker who combines data with creativity

• Proactive and takes full ownership of projects and outcomes

• A natural mentor and team leader

• Excited to test new tools, AI, and machine learning for personalization and recommendations

• Truly customer-focused – always thinking about what creates value for the user