Lead of Customer Lifecycle & CRM

Our Team We believe travel can create citizens of the world. We spark moments of connection and transformation, giving people the freedom to explore openly and shape their own story. With colleagues from more than 50 countries, our diversity sparks curiosity, insight, and a culture of openness, essential to understanding our travellers and one another. We work in a flexible hybrid model from our Utrecht HQ and our homes across the Netherlands. Just as travel is about discovery, we’re looking for people who want to go one stop further, joining a journey that inspires personal transformation through train travel. We’re on the search for… We are building a more customer-centric growth engine, where longer-term value, retention and engagement matter as much as acquisition. This role will play a critical part in shaping and scaling our lifecycle marketing capabilities, turning customer insight into meaningful, measurable growth. You will own the end-to-end lifecycle strategy, working across teams to design journeys that increase customer value while improving how we engage customers at every stage of their relationship with us. Also, it's good to know that the team has agreed to meet in the office every Tuesday and Thursday, you will be expected to be in the office on these days to work side by side with your colleagues. What you’ll be doing Lifecycle Growth & Strategy · Design, own and scale lifecycle marketing strategies that drive retention, engagement and lifetime value. · Identify key lifecycle moments and opportunities to increase repeat purchase and long-term customer value. · Translate business and customer challenges into structured lifecycle programs. CRM & Marketing Automation · Lead the use of CRM, marketing automation and customer engagement platforms to activate lifecycle strategies. · Define segmentation, personalization and trigger-based communication frameworks. · Partner with technology teams to scale automation and data capabilities. Customer Value & Retention · Develop repeat purchase, engagement and loyalty strategies grounded in customer behavior. · Continuously optimize lifecycle journeys to improve retention and value over time. Data-Driven Growth · Use customer insight, experimentation, and analytics to test, learn, and improve performance. · Define success metrics and use data to prioritize initiatives and investments. Cross-Functional Collaboration · Work closely with marketing, product, data and technology teams to align lifecycle initiatives. · Act as a bridge between strategic goals and operational execution. Hands-On Execution · Advance from strategy to implementation, launching and iterating on lifecycle initiatives. · Stay close to execution while helping build scalable frameworks for the future. What we’re looking for Experience & Expertise 6–10 years of experience in CRM, lifecycle marketing, growth marketing or customer engagement roles. At least 3-5 years of people management experience, leading and developing high-performing teams. Demonstrated experience designing lifecycle journeys that improve retention, engagement and repeat purchase. Extensive practical experience with CRM platforms and marketing automation tools. Deep understanding of customer data, segmentation and personalization strategies. Ways of Working Comfortable working cross-functionally with product, data and technology teams. Data-driven mindset with experience running experiments and using insights to drive decisions. Able to operate effectively in changing environments and help build new capabilities. Nice to Have Experience in travel, e‑commerce, digital platforms or consumer marketplaces. Interest in travel, culture and sustainable mobility. Our offer We offer a flexible hybrid model that combines remote work with in-office days each week, enhancing teamwork and connection. A complimentary NS train card to travel across the Netherlands for work and leisure. An annual free Interrail/Eurail travel pass for you and a companion, so you can explore Europe and share the same experiences as our customers. Unlimited access to OpenUp for lifestyle & well-being recommendations. Support for your well-being through a personal allowance of €1500. We provide a training allowance of €4000 to support learning opportunities relevant to your role. Variable annual bonus (target 4%), based on company and individual performance. An annual team trip across Europe to experience our product first-hand. 20 working days per year from abroad. An annual leave package of 28 days, plus study days, volunteer days, and a culture day. Salary Scale: 61, Monthly gross salary (excluding 8% allowance): €7000 - 8000 (full-time) based on experience. Curious to apply? Apply directly via our website ( https://jobs.eurail.com/en/vacancies ). We'll ask you to share your resume in English (our business language) and tell us why you're interested in Eurail and this particular role. It doesn't hurt to be creative; we enjoy seeing your personality shine through. As part of the process, we may also ask you to complete a short assessment to showcase your skills. If we think you might be a good candidate, the next step is a relatively informal interview. For you, this is a chance to understand if Eurail is your ideal workplace, and for us, it tells us more about the value you would bring. To support fair and unbiased hiring, we use a blind recruitment process in the early stages. Personal details such as your name, date of birth, photo, contact information, social media links, gender, and nationality are hidden, allowing us to focus on your skills, experience, and potential. In the meantime… If you’re curious, why not check us out on LinkedIn and get a sense of our culture and values? Got questions? Our People & Culture team would be happy to help — just drop us a note at [email protected] . We don’t use LinkedIn for messages, so this is the best way to reach us! While you're here, explore our travel passes and get inspired for your next journey at www.eurail.com .