CRM Marketing Manager

Job Posting Organization:
The World Food Programme (WFP) is the world’s largest humanitarian organization, established to save lives in emergencies and to use food assistance to build pathways to peace, stability, and prosperity for people recovering from conflict, disasters, and the impacts of climate change. WFP was awarded the Nobel Peace Prize in 2020, recognizing its efforts to combat hunger and promote peace. The organization employs around 20,000 people globally, with a significant number working in remote areas directly serving those in need. WFP operates in numerous countries worldwide, focusing on innovative solutions and partnerships to mobilize resources and support its mission of achieving zero hunger. The organization emphasizes diversity and inclusion, encouraging qualified candidates from all backgrounds to apply. WFP is committed to the personal and professional development of its employees, offering various training and mobility opportunities, and fostering a collaborative work environment that values integrity, commitment, and humanity.

Job Overview:
The CRM Marketing Manager position at WFP is a critical role within the ShareTheMeal initiative, which is WFP’s innovative fundraising and awareness-raising app. The primary function of this position is to design, scale, and continuously optimize data-driven customer journeys that enhance engagement, retention, and long-term donor growth. The CRM Manager will be responsible for the end-to-end execution and optimization of multi-channel CRM communications using Braze, a customer engagement platform. This includes campaign building, scheduling, execution, and performance monitoring. The role requires a strong analytical focus, as the CRM Manager will analyze donor behavior, conduct performance deep dives, and translate insights into actionable lifecycle improvements. Collaboration with various teams, including Content, Analytics, and Marketing, is essential to align CRM initiatives with organizational objectives and ensure effective communication strategies. The CRM Manager will also maintain documentation and performance assessments to capture learnings for future campaigns, ultimately driving improved donor engagement and revenue growth.

Duties and Responsibilities:
The CRM Marketing Manager will report to the Head of Growth Marketing for ShareTheMeal and will be responsible for the following key accountabilities:

• CRM Analytics & Customer Insights: Analyze donor behavior to identify opportunities for engagement, retention, and growth. Conduct performance deep dives and translate insights into actionable recommendations for CRM strategy and communications. Maintain structured documentation of learnings and communicate insights to stakeholders.
• CRM Planning & Campaign Execution: Collaborate with Content, Brand, Product, BI, and Marketing teams to align CRM communications with organizational priorities. Plan, build, schedule, QA, and execute multi-channel campaigns (email, push, in-app), ensuring accurate segmentation and personalization.
• Performance Monitoring & Optimization: Track engagement, conversion, retention, and revenue KPIs; evaluate incremental impact and flag risks or anomalies. Lead continuous improvement through experimentation and A/B testing.
• Lifecycle & Automation Collaboration: Support automated journey development and contribute insights to lifecycle initiatives.
• Reporting & BI Collaboration: Define reporting needs and collaborate with BI to enhance dashboards, using insights to inform campaign planning and prioritization. Deliverables include timely execution of campaigns, generation of data-driven insights, documentation of CRM learnings, and improved understanding of donor retention habits.

Required Qualifications:
Candidates must possess a Master's Degree or equivalent in International Development, Political Science, International Relations, or a related field. Additionally, a minimum of 5 years of experience managing retention, lifecycle, or CRM marketing campaigns is required. Candidates should have strong hands-on experience with Braze or similar CRM platforms, including advanced segmentation and campaign optimization. Proven experience in managing multi-channel CRM communications in a mobile-first environment is essential. Candidates must demonstrate a deep understanding of CRM performance metrics and the ability to translate insights into measurable business impact. Strong stakeholder management skills and experience collaborating across various teams are also necessary.

Educational Background:
The educational background required for this position includes a Master's Degree or equivalent in relevant fields such as International Development, Political Science, or International Relations. This advanced education is crucial for understanding the complexities of humanitarian work and the strategic approach needed for effective CRM marketing within the context of WFP's mission.

Experience:
The position requires at least 5 years of experience in managing retention, lifecycle, or CRM marketing campaigns. Candidates should have a proven track record of managing user journeys and monitoring performance through data analysis. Experience in a mobile-first or app-led environment is highly desirable, as is familiarity with CRM performance metrics and experimentation frameworks.

Languages:
Excellent oral communication skills in English are mandatory, with full proficiency required. Knowledge of other UN languages is considered an asset. Strong writing skills are also necessary to effectively communicate insights and recommendations to both technical and non-technical stakeholders.

Additional Notes:
This position is a Regular Consultant role with a contract duration of 11 months. The role is based in Berlin, Germany, and offers an attractive compensation package. WFP is committed to providing an inclusive work environment and encourages applications from individuals with disabilities. The organization does not charge any fees during the recruitment process and emphasizes the importance of submitting applications through their online recruiting system.