CRM Operations Specialist

About Wolt

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we're building the delivery of (almost) everything and you'll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isn't always easy, but it's definitely exciting. Here you'll learn more, build more, and ship more than in most other companies. You'll be challenged a lot, but also have a lot of fun on the way. So, if you're a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

We are looking for a CRM Operations Specialist to own the local CRM strategy in Germany, with a special focus on personalization and technical optimization. You will manage 30+ automated workflows, dive deep into our CRM tooling to unlock smarter personalization, and partner with Product and Data Engineering teams to ensure our pipelines and templates enable best-in-class lifecycle marketing.

This role is both strategic and hands-on: you'll design journeys that feel relevant to German customers, optimize the way we use our CRM tooling, and report on performance to drive measurable impact on customer retention.

What you'll be doing

As our CRM Operations Specialist, you'll be the owner of our lifecycle marketing engine — designing, testing, optimizing, and personalizing automated journeys across email, push, and in-app. You'll dive deep into our CRM tooling to make sure we're using it to its fullest, localize our journeys to resonate with German customers, and partner with global teams to unlock smarter personalization and stronger data pipelines.

Day-to-day in this role you'll be in charge of:

Lifecycle Journeys & Automations

• Manage and optimize existing automated workflows, including onboarding, reactivation, winback, churn prevention, engagement triggers, etc.
• Audit existing templates to identify optimization & personalization opportunities
• Build new automated journeys aligned with retention and engagement goals

Personalization & Technical Optimization

• Dive into CRM tooling capabilities to maximize performance & streamline setups
• Improve on dynamic recommendation capabilities
• Optimize content templates
• Partner with Product and Data Engineering to:
• Identify gaps in the data pipeline that block personalization
• Define requirements for improvements (e.g., new data fields, triggers, or integrations)
• Advocate for CRM needs in tooling and data roadmap discussions
• Stay on top of global CRM innovations and help localize them for the German market

Localization & Relevance

• Adapt workflows to German customers' needs
• Ensure communications reflect local cultural nuances and holiday calendars across different regions of Germany
• Test new approaches to increase relevance and resonance

Execution & Operations

• Oversee workflow execution (setup, QA, scheduling)
• Define and maintain operational standards
• Troubleshoot workflow issues

Analysis & Reporting

• Independently track, analyze, and report on program performance
• Create dashboards and present results to team and leadership
• Use insights to propose tests, optimizations, and innovations

Our humble expectations

• 3-5 years of experience in CRM, ideally with hands-on ownership of lifecycle workflows and triggers.
• Strong knowledge of CRM platforms (Braze, Iterable, Salesforce Marketing Cloud, or similar) and their personalization capabilities.
• Comfort working with data and dashboards (Looker or similar BI tools); ability to run light analysis independently.
• Technical curiosity: eager to understand data pipelines, troubleshoot gaps, and collaborate with Product/Data teams on improvements.
• Strong project management skills; ability to juggle multiple workflows and deadlines.
• Balance of strategic thinking and hands-on execution.

What we offer

• The chance to shape lifecycle marketing at Wolt: Own and optimize automated journeys that directly influence how millions of customers engage with Wolt in Germany.
• Exciting challenges: Work on 30+ lifecycle workflows across email, push, and in-app, while pushing the limits of our CRM tooling and personalization capabilities.
• Impactful work: Your efforts will directly drive retention, upsell new services, and make our communications feel more relevant and timely to customers.
• Professional growth: Collaborate with both local and global CRM experts, with plenty of opportunities to expand your skills in personalization, data-driven marketing, and lifecycle strategy.
• Collaborative environment: Partner closely with retention specialists, global CRM, product, and data teams, fostering innovation and shared learning.
• Competitive compensation: We offer a competitive salary and benefits package to recognize your impact and expertise.
• Dynamic culture: Join a company known for its fast-paced, innovative environment where experimentation and ownership are valued.
• Dog-friendly office culture: Bring your four-legged friend along — they're part of the team too.

Next steps

Here's what you can expect from our hiring process:

• Recruiter screening call – an informal chat to learn more about you and share details about the role.
• Hiring manager interview – a deep dive to assess your skills, experience, and ambitions.
• Team interview – a conversation with one of our Retention Specialists so you can meet the people you'd be working with.
• Assignment & presentation – you'll complete a take-home assignment at your own pace, then present your approach and thinking to the team.

We'll keep the process as smooth and transparent as possible, and you'll always know what to expect at each stage.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.