At Journi, a creative tech company and Austria's most innovative start-up of 2024, we’re on a mission to build the world’s most-downloaded printing app. Our app empowers customers to effortlessly create beautiful photo books and other print products. Using AI technology, we automatically create personalized designs based on the content our users want to print. Be part of a team of highly motivated and like-minded individuals who you can learn from and who are excited to learn from you too!

We’re looking for an enthusiastic Head of CRM to join our team! This is a high-impact role with real ownership and visibility; ideal for someone eager to shape how millions of customers experience Journi and build lasting relationships with our brand.

🚀 What You Will Do

As Head of CRM — Team Lead, you own and scale Journi Print’s CRM function end-to-end — from strategy through execution and customer relationships to revenue impact. You lead a team of 6 specialists and shape how we engage and retain 6M+ contacts across 15+ international markets.

Your mission is to make CRM a core growth engine by balancing strategic leadership with hands-on execution: empowering a high-performing team, setting clear priorities aligned with company goals, and ensuring excellence in analytics, creativity, and delivery. You’ll collaborate cross-functionally with UA, Product, Brand, Design, and Finance, report to the CMO, and partner closely with the CFO on forecasting and performance.

➤ YOUR KEY RESPONSIBILITIES

• Build, lead, and level up the CRM team (6 FTEs) by setting clear ownership and priorities, coaching for impact, and creating a culture of accountability, creativity, and continuous experimentation.

• Own the CRM vision, roadmap, and creative bar by defining strong lifecycle and segmentation strategies and pushing the team to constantly raise the quality of storytelling, design, and engagement across email and messaging.

• Drive CRM growth and revenue impact end-to-end by owning targets, forecasting, and performance, and optimizing key metrics such as retention, CLTV, frequency, and AOV through data-driven execution.

• Run and evolve Journi’s multi-channel CRM engine by optimizing core channels (email, push, SMS, direct mail, in-app), testing new lifecycle touchpoints, and ensuring timely, relevant, and high-quality customer communication.

• Turn product and brand into customer-first CRM stories by translating product value into engaging narratives, partnering closely with Brand, and using inspiration, community, and social proof to strengthen emotional connection and repeat engagement.

• Scale CRM performance across markets by driving smart localization in core regions while maintaining clear global frameworks.

• Act as a hands-on cross-functional leader by partnering with UA, Product, Brand, Design, and Finance, leading CRM impact in major seasonal moments, and serving as a sparring partner to the CMO and leadership team.

🎯 Your Bag of Tricks

• CRM leadership experience: 5+ years in CRM including 3+ years leading marketing teams, with a track record of building and scaling high-performing teams and developing people through a strengths-based approach.

• Strategic and analytical mindset: Deep understanding of CRM KPIs and performance frameworks, strong ability to challenge assumptions, and experience with forecasting, budgeting, and revenue reporting.

• Creative commercial instinct: Strong eye for messaging, design, and storytelling, with the ability to connect creativity to measurable business outcomes and build inspiring, community-aligned content.

• CRM platform and analytics expertise: Hands-on experience with tools like Iterable, Braze, or similar, plus confidence working with BI/analytics platforms such as Tableau.

• Lifecycle and product marketing strength: Strong retention and lifecycle focus, experience across pricing, loyalty, referrals, gamification, and in-app engagement, and the ability to translate customer needs into clear product value.

• Growth-driven execution: Pragmatic, hands-on operator who scales CRM across channels and markets, embraces experimentation, and prioritizes impact over overengineering.

• Clear communication: Excellent written and spoken English.

➤ NICE-TO-HAVES

• Experience in D2C, e-commerce, or subscription-based businesses

• Experience working with physical or personalized products

• Background in community-driven or UGC-focused brands

⭐ Why Join Us

• Be at the helm of a rapidly scaling global e-commerce brand in a high-growth phase that has big ambitions.

• Work in a fast-paced, entrepreneurial environment where execution beats politics.

• Lead a data-driven, high-performance marketing function with full ownership.

• Collaborate with top-tier talent in marketing, product, and growth.

➤ WHAT WE OFFER

A happy team makes for a happy workplace. We wouldn’t be able to do what we are doing without our team and that’s why we offer:

• A fair annual gross salary in accordance with the Collective Agreement, starting at EUR 70,000. Our final offer depends on your experience and qualifications, amongst other factors.

Plus, a bunch of awesome social benefits, such as:

• Vacation goals: 25 days off per year, plus 1 extra day for every year you stick around (up to 5 extra days!)

• A space to thrive: a fun, bright and award-winning office built by the Journi Team, complete with ping-pong and foosball tables to blow off steam

• Work your way: enjoy a hybrid working model with 40% home office days and flexible hours (core hours: 10am-4pm Mo-Th; and 10am-2pm Fri)

• Lunch on us: we provide fresh daily lunches in our own eatery, with choices for almost all dietary requirements

• Go places: we reimburse your public transport card for Vienna

• Plan for tomorrow: additional €300 yearly towards your private pension fund

• Team first: join our yearly team-building Journi to exciting destinations

• Mac your life easier: with a company MacBook, also available for personal use

• Refresh and recharge: in-house yoga sessions every two weeks

• Stay healthy: regular in-house health check with Haelsi

• Unlock language skills: with a premium Busuu App membership

• Professional development: access to resources, courses, and learning programs to help you excel in your role

• Boost your German: weekly in-house lessons in small groups

• Fuel your day: fruits, cereals, yogurt, and milk variations - on the house

• Brew up productivity: Italian-style coffee and teas in our coffee kitchen

• Special treatment: enjoy a premium membership on all Journi products

If you’re a creative strategist, number-savvy, hands-on marketing leader with scaling experience who thrives in high-scale environments and is ready to take an e-commerce brand to the next level, we want to hear from you!