Customer Journey Manager (Retention & Loyalty) (f/m/d)

Trusted Shops develops SaaS solutions for over 30 million users and 30.000 companies all over Europe. Our product suite includes products such as the Trustmark, buyer protection and the experience feedback platform eTrusted. With our products we pursue the mission to enable trust between people and businesses in the digital age over the last 20 years.  

As a Customer Journey Manager, you will join our Consumer Membership team - an interdisciplinary group of marketers, engineers, and product experts - focused on growing and retaining our subscription consumer base. Working closely with our Email Marketing Manager, Conversion Managers, Product team, and CX Designers, your mission is to strengthen long-term consumer relationships and reduce churn through data-driven journey optimization.

This is a Germany-based position.

Only CVs in English will be taken into consideration.

As a Customer Journey Manager you will be responsible of:

• Customer Journey Optimization – Design, implement, and continuously refine customer journey initiatives across the subscription lifecycle to improve engagement, retention, and reduce churn.

• Cross-functional Collaboration – Work closely with Email Marketing, Conversion, Product, and CX Design teams to develop cohesive, data-driven communication strategies and impactful customer experiences.

• Segmentation & Personalization – Develop and implement advanced segmentation strategies to deliver targeted messaging and enhance relevance at key touchpoints.

• A/B Testing & Performance Analysis – Launch and evaluate A/B tests across channels (e.g., email) to identify high-impact optimizations, leveraging AI where appropriate to scale results.

• Journey Mapping & KPI Development – Map core customer journeys, introduce new touchpoints, and define measurable KPIs and tracking frameworks to directly support revenue and customer lifetime value growth.

• Minimum 3 years of professional experience in customer experience, CRM, lifecycle marketing, or retention-focused roles, ideally in a subscription-based or digital consumer business. Proven track record of implementing initiatives that reduce churn and increase customer loyalty.

• Experience in mapping and optimizing customer journeys, developing lifecycle campaigns, working with customer segmentation, and crafting compelling, customer-focused messaging for emails, product touchpoints, and win-back flows. Understanding of psychological triggers, tone of voice, and value-based communication in digital contexts. Prior experience with A/B testing, experimentation, or customer insight generation is highly desirable.

• Hands-on experience with CRM platforms (e.g. Brevo, HubSpot, Salesforce, Braze) and marketing automation tools.

• Strong data literacy, including working with KPIs such as retention rate, churn rate, NPS, and Customer Lifetime Value.

• Excellent German language skills (C2) are a must, in combination with at least intermediate English language skills (B2).

What we offer you

• Hybrid work: Combine flexible remote work with team time in the office

• Workation: Temporarily work from a destination of your choice within EU, Iceland, Liechtenstein or Norway

• Permanent contract with Europe's trusted brand

• 27 vacation days + 3.5 additional days off at Christmas, New Year's Eve and Carnival

• Buddy programme (an experienced trustee is at your side)

• Individual training opportunities

• Events (Team Events, Unit Events, etc.)

• Health Pass (free online and offline sports, fitness and health courses)

BUILD A COMMUNITY OF TRUST WITH US - #cometotrust

Not sure if you are what we are looking for? Apply! ​

At Trusted Shops, we are interested in you as a person - whether you fit in with us is independent of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity. Trusted Shops is clearly committed to diversity and against discrimination.