Jobs
Customer Experience (CX) Manager
CRM, Customer Care & Insights (f/m/d)
Location: Berlin (Hybrid) or Remote
Type: Full-time (40h/week), Permanent
Start: ASAP
Tools: Shopify, Klaviyo, Gorgias
About Flybaby
Flybaby is a design-driven lifestyle brand from Berlin. We create products and experiences for people who care about aesthetics, everyday comfort, and family life. We’re building a brand and community that feels warm, modern, and real – especially for parents and those close to family topics.
Instagram and Website available upon application.
Role Overview
We’re looking for a hands-on Customer Experience (CX) Manager who bridges CRM/lifecycle marketing, customer care, and customer insights – because they naturally belong together.
You’ll own Flybaby’s CRM communication in Klaviyo and also support day-to-day customer care in Gorgias, ensuring every interaction feels warm, premium, and on-brand. You’ll combine hands-on support with continuous optimisation: turning recurring questions into better templates, clearer flows, and structured insights for our Product team.
Key Responsibilities
CRM & Lifecycle Marketing (Klaviyo)
- Build, optimise, and maintain automated flows (welcome, post-purchase education, product guidance, win-back, cross-sell, launches)
- Plan and execute newsletters and campaign sends aligned with the marketing calendar
- Segment audiences and personalise messaging based on behaviour and lifecycle stage
- Own testing and optimisation (A/B tests, timing, formats, deliverability basics)
- Collaborate with design and creative teams to ensure brand consistency and strong storytelling
Copywriting & Brand Voice
- Write clear, warm, high-performing copy aligned with Flybaby’s tone (German and English depending on profile)
- Translate product features into emotionally resonant, helpful messaging for parents
- Ensure consistency across CRM, customer communication, and key touchpoints
Customer Care (Gorgias)
- Handle customer inquiries in Gorgias with a warm, solution-oriented tone and high writing quality
- Ensure fast, reliable communication from first message to resolution
- Improve workflows and efficiency (macros, tags, automations, routing, templates)
- Identify recurring questions and reduce them through better templates, FAQs/help content, and clearer website or email messaging
Customer Insights to Product Feedback Loop
- Spot patterns in customer questions and feedback (fit, comfort, instructions, expectations, product education, website clarity)
- Share structured insights with the Product team and propose improvements
- Help close the loop by tracking whether changes reduce repetitive questions and improve CX
Data Analysis & Reporting
- Monitor and analyse CRM performance metrics (open rate, CTR, conversion, revenue attribution, A/B tests)
- Report insights and recommend optimisation opportunities
- Support ongoing development of CRM strategy based on customer behaviour
Requirements
- Proven experience with Klaviyo (must-have)
- Strong understanding of CRM strategy, automation, and lifecycle marketing
- Excellent copywriting skills with a warm, friendly, parent-focused tone
- Ability to think both creatively and analytically
- Comfortable with technical setup, email testing, segmentation, and integrations
- Experience in D2C ecommerce, ideally lifestyle, parenting, or consumer products
- Attention to detail, strong organisational skills, and reliable communication
Nice to Have
- Experience with Shopify and customer service tools (Gorgias)
- German and English working proficiency
- Basic design or Canva skills
- Experience improving self-service content (FAQs, help pages)
What We Offer
- A high-ownership role shaping Flybaby’s customer communication and experience
- Creative freedom in a brand that values quality, tone, and design
- Small team, fast decisions, real impact
- Flexible hybrid or remote setup
How to Apply
Send your CV and a short paragraph about yourself to:
info@flybaby.berlin