Om oss

Ellos Group är en ledande nordisk shoppingdestination för heminredning och mode med onlinebutikerna Ellos, Jotex och Homeroom samt betalvarumärket Elpy. I nära relation med våra miljontals kunder utvecklar vi attraktiva och hållbara erbjudanden för kvinnan mitt i livet, hennes familj och hem. Med innovation, kreativitet och hållbarhet söker vi ständigt nya vägar i stort och smått, och alltid med kunden i fokus. Ellos Group, med huvudkontor i Borås, är verksamt i samtliga nordiska länder och på utvalda marknader i Europa. Ellos Group har ca 500 medarbetare och omsätter runt 3,5 miljarder SEK.

Om rollen

CRM Manager – Retention & Lifecycle Strategy

Location: Borås (Hybrid available)

Are you a technical CRM strategist who thrives on building complex, automated customer journeys? Ellos is a pure-play e-commerce leader looking for a CRM Manager to own the strategic lifecycle of our global customer base.

In this role, you are the architect of our Customer Lifetime Value (CLV). You will bridge the gap between Marketing, Data/BI, and Tech to ensure every touchpoint, Email, SMS, or Push is personalised, and high-impact is automated. You will report directly to the CMO and collaborate closely with cross-functional teams and our platform service providers.

Your Strategic Mission

As the strategic owner of the customer relationship, your primary objective is to drive long-term loyalty. You will transform behavioural insights into highly sophisticated, data-driven communication growth while acting as the guardian of our MarTech stack and data integrity.

• Lifecycle Ownership: Define and manage the end-to-end journey, including triggers for onboarding, activation, loyalty, and churn prevention.

• Automation Mastery: Lead the optimisation of complex marketing journeys using Bloomreach. You’ll ensure the right message reaches the right customer via Email, SMS, or Push at the perfect moment.

• Data-Driven Growth: Utilise advanced segmentation and A/B testing to convert behavioural insights into measurable revenue growth and repeat purchase rates.

• Technical Governance: Act as the bridge between Marketing and IT to secure data quality, tracking, and seamless API integrations within our MarTech stack.

Core Responsibilities

• Strategy & Lifecycle Ownership: Define the end-to-end journey. From onboarding and activation to churn prevention and win-back, you own the roadmap that keeps our customers coming back.

• Automation & Multi-Channel Excellence: Lead the development of advanced automated flows across Email, SMS, and Push. You ensure the right message hits the right device at the optimal time.

• Advanced Segmentation & Personalisation: Partner with our Data/BI teams to build value-based segmentation models. You’ll implement dynamic product recommendations and tailored offers that feel personal, not robotic.

• Data-Driven Growth: You live in the KPIs. You will monitor Repeat Purchase Rates, CLV, and Conversion, using rigorous A/B testing to constantly move the needle.

• Technical Governance & GDPR: Act as the bridge to IT to ensure data quality and system integrations. You are responsible for GDPR compliance, consent management, and the ethical handling of our most valuable asset: customer data.

• Cross-Functional Leadership: Coordinate with E-commerce, Content, and CS to align our brand voice. You’ll report CRM insights directly to senior management to inform high-level business decisions.

Your Background & Experience

You are a mix of a data strategist and a technical project manager. You don't just see "users"; you see patterns and opportunities. You have 5+ years in Customer Engagement, preferably in Fashion retail or e-commerce

Technical & Professional Requirements

We are looking for a candidate who can "speak data" as fluently as they "speak brand."

• Advanced Platform Experience: Proven track record managing complex CRM/CDP ecosystems (specifically Bloomreach Engagement, Braze, or HubSpot Enterprise). You should be comfortable with technical architecture and integrating these tools with Data Warehouses and ERPs.

• Data Analytics: Proficiency in SQL, Power BI, or Tableau. You should be comfortable using Power BI or Tableau to perform predictive modelling and prove the direct impact of retention flows on the company’s P&L.

• Compliance Expert: Expert-level knowledge of GDPR and data privacy frameworks.

You will be the guardian of our customer consent framework.

• Commercial Mindset: Ability to link CRM activities to financial outcomes. You don’t just report on Open Rates; you report on incremental margin and CLV.

• Leadership: Experience coaching junior staff and leading cross-functional projects (Marketing, Finance, and Tech).

• Education: Bachelor’s or Master’s degree in Marketing, Data Science, IT, or Business Administration.

• Strategic Leadership: Experience leading large-scale shifts, such as platform migrations or implementing a "customer-first" culture.

Preferred Certifications:

· Platform Specific: Bloomreach Academy, Salesforce Marketing Cloud Consultant, or Braze Certified.

· Strategy & CX: CCXP (Certified Customer Experience Professional) or PCM.

· Management: PMP (Project Management Professional) for leading large-scale technical migrations.

Your Skill Set & Personal traits

• Strategic & Operational Sharpness: You possess a unique "zoom-in/zoom-out" capability—equally comfortable defining the long-term CRM vision as you are diving into the technical nuances of a complex customer journey.

• Influential Communicator: You are a compelling presenter and communicator, capable of translating complex data insights into actionable strategies that influence and align stakeholders across Marketing, Tech, and Finance.

• High-Performance Execution: Highly organised and detail-oriented, you thrive in fast-paced e-commerce environments where managing multiple high-impact initiatives simultaneously is the norm.

• Collaborative Mindset: You are a true team player who values knowledge sharing and collective growth, acting as a bridge between departments to ensure a unified customer experience.

• Proactive Ownership: You are self-driven and hold yourself to a high standard of excellence, taking full accountability for the quality and performance of every automated flow and campaign.

• Nordic Market Expertise: You possess a deep understanding of the Nordic consumer landscape and are fluent in a Scandinavian language (Swedish, Norwegian, or Danish) as well as English.

Why Join Ellos?

At Ellos, we don’t just follow trends – we set them. You’ll join a team that’s ambitious, data-savvy, and relentlessly focused on delivering great customer experiences through impactful marketing. You’ll have a high level of ownership, direct influence on strategy, and the freedom to innovate across our media landscape.

Do you want to shape the digital workplace of the future with us? Please submit your application as soon as possible via the link, we do not accept applications via email. Selection is ongoing and the position may be filled before the application period expires. Our recruitment process is strictly competency-based, so we ask that you do not attach photos or include your age in your application.

We look forward to getting to know you.

How to apply

Join us in shaping the future of e-commerce loyalty.

It is an ongoing recruitment and the last application date is the 31st March 2026.

With us, you are part of an innovative team that is building the e-commerce and workplace of the future. Our culture is characterized by the values Humble Winners, Entrepreneurship and Joy - an environment where every employee can grow, challenge themselves and contribute to development. You are given the opportunity to challenge established processes and work with both stability and innovation as a foundation.

Within Ellos Group, we strive to offer an inclusive workplace where everyone feels respected and welcome. All job seekers and employees are treated equally regardless of gender, ethnicity, religion, sexual orientation, age, disability or other factors.

Sista ansökningsdag: 31 mars
Placering: Borås