Senior CRM Manager - Transformation (all genders)

We are looking for a Senior CRM Manager - Transformation to make CRM Self-Service at HelloFresh a reality.

Our central Growth function has a clear vision: Enabling our local marketing and product teams to reach our customers directly, via push notifications, in-app messaging and emails. For this to work in an efficient and customer-centric way, the right guardrails, tools and knowledge need to be in place.

Your first mission is to design, launch and scale our CRM self-service model. You’ll do this hand in hand with our CreativeTech squad (Product and Engineering), who are building the future CRM environment in an AI-native way. You’ll work closely with the squad, and potentially be embedded in it. You’ll be the voice ...

This is 0-to-1 work in a highly ambiguous space where no one has been before: no playbook, no rules. AI and LLMs change fast and often, so you’ll think about what we need in the future, even if today’s models aren’t ready yet, and be prepared for when they catch up. The learning curve will be steep, but you’ll climb it on the go, together with the team. Our goal: protect our environment from the agents, and protect the agents from our environment. 
From there, your focus will follow where CRM needs it most. You’ll take on further transformation projects, so this role is for someone who enjoys building something new and then moving on to the next challenge.
Above all, we are looking for people who will make HelloFresh better. We believe there are many different ways of developing skills and we love diverse experiences! So even if you don’t “tick all the boxes” but think you’d thrive in this role, we would really like to learn more about you.
Lead the self-service rollout: Take end-to-end ownership of the programme, from framing the scope and aligning stakeholders to launching and tracking adoption
Shape the future CRM platform: Collaborate with Product and Engineering to define how our agentic CRM environment should work, bringing in the needs of users and helping prioritise what gets built next 
Steer CRM Agents: Build the skills and context agents need to create campaigns reliably, on brand and within our guardrails 
Build frameworks and playbooks: Develop the documentation, training and processes that let teams send safely without central support
Enable the teams: Design and run user centric training and onboarding for local marketing and product teams, and turn user feedback into improvements
Make performance visible: Define and create reportings to measure success
Scale what works: Identify new use cases to move to self-service and manage each transition end to end
Drive the next CRM initiatives: Once self-service is established, take ownership of further cross-functional projects that make our CRM team more scalable and efficient
Modernize processes with AI: Collaborate with the CreativeTech squad and CRM Operations to adapt AI use cases within our CRM workflows 
Influence the CRM product roadmap: Collaborate with Product and Engineering to shape the future CRM platform, bringing in the needs of users and helping prioritise what gets built next

Strong project or programme management skills, with experience driving complex initiatives across many cross-functional stakeholders, including Tech, Product and local teams
Experience working in or closely with product and engineering teams, ideally in agile or sprint-based ways of working
Experience applying AI to real workflows, such as automating processes, creating content or analysing data, and the ability to help non-technical colleagues do the same 
Solid CRM operations experience (4+ years): you have built and sent campaigns on at least one major CRM platform (ideally Iterable)  and know how things can go wrong
Experience training non-specialist users and explaining technical topics in plain language
A natural instinct for documentation, process design and knowledge sharing
A detail-oriented approach to governance: you spot risks before they become incidents
Comfort with ambiguity and changing priorities: you can switch between projects and build structure where none exists yet