Are you passionate about leading change and optimizing business processes?
Are you ready to take charge of the complete customer journey and make a measurable impact on client acquisition and retention?
DZI is seeking a dynamic Lead and Customer Journey Management Manager to champion our CRM initiatives and redefine how we connect with our customers. This is your opportunity to play a key role in integrating communication channels, analyzing campaign effectiveness, and leading innovation in customer experience.

 
Key responsibilities: 

• CRM Leadership: Serve as the product owner for our CRM system, coordinating developments, driving improvements, and ensuring implementation of functionalities that align with evolving business needs.
• Campaign Orchestration: Plan, launch, and monitor marketing campaigns and lead generation initiatives, in close collaboration with the SLAM lead management team and other business units.
• Business Analysis & Strategy: Prepare business requirements, oversee the rollout of new functionalities, lead testing for system reliability, and develop annual roadmaps and strategic plans for CRM development.
• Expense & Vendor Management: Control all CRM-related expenses, manage invoicing, budget accurately, and coordinate with external vendors, escalating issues and organizing regular meetings to ensure smooth delivery of ongoing tasks.
• Reporting & Optimization: Generate insightful reports for colleagues and management, analyze the effectiveness of campaigns, and deliver recommendations for optimization and continuous improvement.
• Customer Journey Excellence: Implement and manage customer journeys using D365 Marketing CRM, ensuring seamless integration between communication channels, effective segmentation, and personalized service.

Key requirements:  

• Demonstrated experience in CRM product ownership and process optimization
• Strong digital skills and an innovative, forward-thinking mindset
• Proven ability in strategic planning, analytical problem-solving, and effective reporting
• Exceptional communication and training skills
• Experience with cross-functional team coordination and vendor management
• Regulatory awareness and a commitment to compliance
• Fluency in English; additional language skills are a plus

We offer: 

• Various opportunities for learning and further development of the professional skills and competences  
• Preferences for the bank products and services  
• Additional health insurance  
• Food vouchers - 55 EUR  
• Referral program  
• Hybrid working model and flexible working time  
• Sport card  
• Participation in a solidarity fund which helps employees and their families when necessary   
• 22 days annual paid leave + 1 for your birthday 

Ready to lead change and make a difference? Apply now and help us deliver world-class customer journeys at DZI!