Senior Courier CRM Team Lead

Senior Courier CRM Team Lead (12 Month FTC)

Berlin, Germany | Full-time | 12-month fixed-term contract

A global technology and logistics organisation is seeking a Senior Courier CRM Team Lead to lead a hybrid team of CRM Specialists and CRM Developers focused on improving the courier lifecycle at global scale.

The role combines CRM strategy, omnichannel communications, automation, technical transformation and people leadership, with a major focus on unifying different logistics models and improving operational efficiency.

Key Responsibilities

• Lead and develop a hybrid team of CRM Specialists and CRM Developers.
• Own CRM strategy and lifecycle communications for the global courier journey.
• Develop and optimise user journeys across key stages of the courier lifecycle.
• Lead omnichannel communication strategies across Email, Push, In-App and WhatsApp.
• Support the transition towards a unified logistics operating model.
• Identify opportunities to automate communications and replace manual operational processes.
• Drive scalable CRM solutions that improve operational efficiency and courier engagement.
• Lead CRM tool migration, system integration and technology consolidation initiatives.
• Collaborate across CRM, technical and operational teams to deliver transformation programmes.
• Ensure CRM technology and processes continue to support global scale.
• Manage complex change initiatives and align stakeholders throughout implementation.
• Monitor opportunities to improve courier engagement and retention through lifecycle communications.

Requirements

• Proven experience leading and managing high-performing CRM teams, ideally including both CRM Specialists and CRM Automation Developers.
• Strong knowledge of CRM strategy, lifecycle management and customer/user journey mapping.
• Experience designing and managing complex omnichannel communication programmes.
• Strong understanding of Email, Push Notifications, In-App messaging and WhatsApp.
• Experience leading or contributing to significant business transformation and change management initiatives.
• Demonstrated experience designing and implementing communication automation.
• Experience with CRM platform migrations, system integrations and technology stack consolidation.
• Strong strategic and technical understanding of CRM development and lifecycle strategy.
• Ability to operate effectively across technical, operational and business teams.
• Strong people leadership, mentoring and stakeholder management skills.

Preferred Qualifications

• Experience with Salesforce Marketing Cloud (SFMC).
• Experience with Braze.
• Background in a high-volume technology, marketplace or logistics environment.
• Experience working with globally distributed teams and operations.

Location: Berlin, Germany

Employment Type: Full-time

Contract: 12-month fixed-term contract