Customer retention & CRM team leader (w/m/d)

Customer retention & CRM team leader (w/m/d)

Permanent employee, Full-time · Wien - EA, Wien - ERV

About us

You Live - We Care
The Europ AssistanceGroup was founded in 1963 and is a pioneer of the assistance concept. In ouroperations center, we advise and support Austrian customers 24 hours a day - 365 days a year and draw on a worldwide network of 750,000 partner companies. Ourcore areas are Travel, Mobility, Home & Connected Living, Cyber-Security,Health & Senior Care. Here we offer our customers innovative and tailoredsolutions in unpleasant and difficult situations as well as in everyday life.
Our team at Europ AssistanceGesellschaft m.b.H. - part of the Europ Assistance Group and a Generali Group company - is growing.
Since 2023, the Austrian sister companies Europ Assistance and EuropäischeReiseversicherung (a Generali Group company) are more closely integrated and under a joint management.
Our Northern Europe unit covers the Benelux region, Switzerland, Germany and Austria and offers our customers exceptional service and innovative solutions.

What you can expect

We are looking for a dynamic and data-driven Team Lead to manage our Retention Team, responsible for all travel insurance data and customer communication across Northern Europe. With this role, we aim to expand our retention and engagement efforts beyond B2C to include B2B2C and B2B segments, working in close collaboration with our B2B Marketing and Sales colleagues to strengthen partnerships and deliver value across all channels.

* Team Leadership & Operational Coordination Lead and coordinate the Retention Team: CRM Platform Owner, Retention Marketer and Outbound Call Agent
* Data Integrity & System Connectivity Oversee and safeguard data quality as well as seamless data flow between backend systems, the CRM platform and marketing automation tools to enable accurate, timely and actionable insights.
* Retention Strategy & Customer Value Creation Develop a holistic retention strategy to: Increase customer loyalty and data quality, Improve online reputation and brand awareness, drive upsell and cross‑sell opportunities.
* CRM Enhancement & Internal Enablement Collaborate with the CRM Platform Owner to expand platform capabilities, boost internal adoption and implement additional functionalities that support retention goals.
* Customer Engagement & Lifecycle Campaigns Work closely with the Retention Marketer to design, refine and execute targeted customer engagement campaigns throughout the lifecycle.
* Cross‑Functional Alignment with B2B Teams Partner with B2B Marketing and Sales teams to align retention initiatives with partner and corporate customer requirements and ensure consistent value delivery.
* Performance Monitoring & Continuous Optimization Track key retention and revenue metrics, evaluate performance trends and continuously optimize processes to strengthen customer retention and business impact.

What you will bring with you

* Proven experience in team leadership and CRM management.
* Strong analytical skills and a solid understanding of data‑driven marketing.
* Excellent communication and stakeholder management abilities.
* Fluent in English and one another Northern European language (German, French, Dutch) is a plus.
* Knowledge of insurance or subscription‑based business models is an advantage.
* Experience designing and executing lifecycle or engagement campaigns, including segmentation and automation.
* Strong understanding of CRM systems and cross‑system data flows, ideally with experience improving
* platform capabilities.
* Proven ability to develop data‑driven retention or engagement strategies that increase loyalty and revenue.

What we offer

* You will be part of a motivated team with a great working atmosphere - we welcome and promote diversity.
* We offer you maximum flexibility in working hours with an attractive flexitime model.
* We offer a home office concept and you will receive equipment for your workplace.
* We offer great conditions and benefits (e.g., company restaurant, company events, various discounts with partner companies, and vaccination and health campaigns).
* Our office is located in the heart of the 22nd district, on the U1 - Alte Donau, and is easily accessible by public transport and bicycle (bicycle parking is available).
* We pay a subsidy for your public transport ticket.
* We invest in your training and development - from technical and personal development seminars to professional talent management.

Your salary

The annual gross salary for this full-time position starts at 70.000 EUR. The actual amount depends on your qualifications and professional experience.

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