Trusted Shops develops SaaS solutions for over 30 million users and 30.000 companies all over Europe. Our product suite includes products such as the Trustmark, buyer protection and the experience feedback platform eTrusted. With our products we pursue the mission to enable trust between people and businesses in the digital age over the last 20 years.
As a Customer Journey Manager, you will join our Consumer Membership team - an interdisciplinary group of marketers, engineers, and product experts - focused on growing and retaining our subscription consumer base. Working closely with our Email Marketing Manager, Conversion Managers, Product team, and CX Designers, your mission is to strengthen long-term consumer relationships and reduce churn through data-driven journey optimization.
This is a Germany-based position.
Only CVs in English will be taken into consideration.
As a Customer Journey Manager you will be responsible of:
-
Customer Journey Optimization – Design, implement, and continuously refine customer journey initiatives across the subscription lifecycle to improve engagement, retention, and reduce churn.
-
Cross-functional Collaboration – Work closely with Email Marketing, Conversion, Product, and CX Design teams to develop cohesive, data-driven communication strategies and impactful customer experiences.
-
Segmentation & Personalization – Develop and implement advanced segmentation strategies to deliver targeted messaging and enhance relevance at key touchpoints.
-
A/B Testing & Performance Analysis – Launch and evaluate A/B tests across channels (e.g., email) to identify high-impact optimizations, leveraging AI where appropriate to scale results.
-
Journey Mapping & KPI Development – Map core customer journeys, introduce new touchpoints, and define measurable KPIs and tracking frameworks to directly support revenue and customer lifetime value growth.