CRM Lead

Typ úvazku

Full-time

Adresa

Thámova 18, Praha 8 Karlín

Footshop is one of Europe's leading sneaker and streetwear destinations. Together with Queens, we have over 2 million customer contacts across Czechia, Poland, France and beyond. We don't want to treat them as a mailing list. We want to know them properly and build a relationship with each of them. Customer isn't just revenue for us, they're part of the brand.

The role

The CRM Manager owns customer insight and lifetime value at Footshop. You're not a newsletter sender. You're the person the whole company asks when it needs to know who our customers are, why they buy, and what will bring them back.

You report to the Global Head of Brand and lead our Senior CRM Campaign Specialists.

Why this role exists?

Turn one-time buyers into repeat customers and grow retention across the whole customer base

Grow revenue from owned channels (email, app push) so we rely less on paid traffic and keep our overall marketing cost ratio flat or falling

Move CRM from mailing to lifecycle communication, online and offline, with one CRM strategy that also covers our stores

Go beyond segmentation to real personalisation, so we talk to each customer based on what they actually like and need

Give customer data one owner and one interpretation across the company

What you'll own

Customer intelligence for the whole company

Build and maintain the segmentation everyone works with (RFM and beyond)

Understand how a French customer differs from a Polish or German one, and turn that into business strategy across teams

Translate data into decisions for Customer Care, Brand, Performance, Buying, Retail and Management. Decisions, not dashboards

Feed insight into awareness and acquisition: who we talk to, how they should see us, and why

Lifecycle & Loyalty

Design and run lifecycle programmes end to end: welcome, post-purchase, win-back, reactivation of the dormant base

Define trigger logic, decide what gets automated and what stays a campaign, and measure the impact

Own the loyalty programmes Footshop Club and Queens Fam

Own the contact policy, so no channel or team (including vendor and Private Label requests) talks over another

Platform & team

Know your email and data platforms deeply: automation, segments, deliverability, transactional emails

Push the tech stack forward together with IT (data pipelines, integrations)

Lead and coach the Senior CRM Campaign Specialists towards full ownership of campaign execution

Connecting CRM to the business

Customer Care: a two-way link. CC data and reviews feed segmentation, and transactional emails are a touchpoint we share

Retail: the bridge between online and our stores

Social Media: taking the relationship into the community

Personalisation: on the web first, and later in the retail experience

You'll fit if you

Have run CRM or lifecycle marketing for an e-commerce or retail brand with a large customer base

Think in customer lifetime, not in sends

Are comfortable with data: you can build segments, read LTV and retention curves, and explain them to people who aren't analysts

Know at least one serious CRM/ESP platform in depth, including automation and deliverability

Can work across markets (PL / FR / CZ as core) and across teams

Use AI in your daily workflow, or are keen to

Benefits and perks:

Unlimited vacation and sick days

Home office flexibility

Meal vouchers

Multisport card support

Discounts at Footshop and Queens

Discounts at partner brands

Access to many beauties Footshop offers for a very sweet price

Office pets welcome

Casual/Streetwear dress code