Associate Director Marketing Reactivations at HelloFresh

The role

The Associate Director for Marketing Reactivations owns the outbound call center channel strategy and performance for millions of former customers across all 17 of our international markets and all our brands. You will own the strategic development of this critical and currently underserved channel. This includes devising, testing and implementing strategies that will unlock a better customer experience, performance and operational steering, under consideration of country-specific idiosyncrasies. It also means developing this channel into one of our prime sources of insight to customer sentiment and inspiration for product improvements at scale (e.g., through the use of AI tools). Moreover, you will own the performance of this channel, which includes setting targets together with our local market CMOs and day-to-day steering of conversions, cost and ROI together with our VP of customer care and his operations managers. 

If you want to own a critical channel for one of our most valuable customer groups and develop a strong muscle in driving CRM strategy and execution, we want to hear from you!

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.

What you’ll do

• CRM Strategy Development:
• Develop and implement annual strategic plans for Call Centre Outbound initiatives, focusing on reactivating lapsed customers.
• Collaborate with cross-functional teams, local markets and international marketing leadership to align strategies with overall business goals.
• Develop at-scale analyses and communication pathways that will allow customer insights from outbound call centers to inform product development, brand and campaign management.

• Call Centre Outbound Campaign Management:
• Design and execute outbound communication campaigns, in collaboration with Brand, Pricing & Discount and Call Centre Operations.
• Provide guidance on campaign targeting, messaging, incentives and timing to maximize reactivation rates.
• Own and steer campaign performance, maximizing ROI and effectiveness.
• Ensure all outbound communication activities comply with relevant regulations and internal expectations (e.g., via quality assurance measures)

• Data Analysis and Tech Tooling:
• Leverage data analysis to identify, test and evaluate impactful reactivation strategies and improvement opportunities
• Evaluate and implement CRM tools to enhance the efficiency and effectiveness of outbound initiatives, coordinating with Call Center Operations and CommsTech.

What you’ll bring

• Experience in and a passion for delivering excellent and effective customer experiences (e.g., working in CRM/Lifecycle Marketing, campaign management, Product, etc.)
• Strong interpersonal skills with an ability to influence and motivate people at all levels within international environments and across a broad variety of job functions.
• Strong ownership mentality and drive to deliver results, including experience with prioritizing for highest impact and managing trade-off decisions in a fast-paced environment.
• Strong analytical skills and the ability to derive actionable insights from data
• Ideally hands-on experience working with or in Call Centres
• Ideally experience in Experimentation/Testing

What we offer

Elevate your lifestyle! Join one of Europe's fastest-growing tech powerhouses in a dynamic phase of expansion.

• Comprehensive relocation assistance to move to Berlin plus visa application support (if applicable)
• A significant discount on your weekly HelloFresh box
• Internal learning and development opportunities with the HelloFresh Academy
• Mental health support, including Headspace subscription and access to qualified therapists through Spill
• Monthly transportation budget through Rydes app 
• Working parents support
• Additional perks include: Annual German language budget, discounts for John Reed gyms & Urban Sports Club, regular company events, fresh fruit & free drinks in the office, in-house yoga classes, monthly discount on the Convini vending machine in the office
• Hybrid working model (option to work from home for up to 2 days per week if preferred) 
• Sabbatical leave option after 18 months of being with HelloFresh
• HelloFresh Pension Scheme that is subsidized with 20% on top
• A diverse and vibrant international environment of 90+ different nationalities
• The chance to have a significant impact on one of the fastest-growing technology companies in Europe in an exciting growth phase

About HelloFresh

HelloFresh is on a mission to change the way people eat, forever!

Since our 2011 founding in Europe’s vibrant tech hub, Berlin, we’ve become the world's leading meal kit provider, delivering to over 4.2 million households worldwide in 15 countries across 3 continents. 

Our more than 15,000 employees from over 70+ nationalities are the heart and soul of our diverse, fast-paced and dynamic environment where innovation and smart, fast action is encouraged. 

We will encourage you to make an immediate impact in your area of work as well as empower you to grow your career with us.

Are you up for the challenge?

Please submit your complete application below including your salary expectations and earliest starting date.

After submitting an application our team will review this and get back to you within 5 business days. 

We are HelloFresh

At HelloFresh we embrace and welcome diversity and we currently employ over 15,000 individuals globally who contribute to this. We employ individuals based on their ability to perform a job rather than on the basis of their: race, national origin, color, caste, social origin or position, gender, gender expression, sexual orientation, religion, age, disability, political opinion, marital status or any other characteristic. We encourage everyone to apply and will give everyone equal consideration. We are an equal opportunity employer – everyone is welcome at our table.