YOUR MISSION AT VOI

As CRM Lead at Voi, you will own and evolve our global CRM strategy to drive activation, retention, and customer lifetime value across all markets. You will lead a specialised CRM team and sit at the intersection of Marketing, Product, and Growth, turning commercial goals into smart, data-driven journeys that scale. Reporting to the Head of Growth Marketing, you balance long-term roadmap ownership with hands-on execution in journey architecture, targeting logic, and experimentation. Your work will ensure our Braze setup, data stack, and lifecycle programmes are built for impact, efficiency, and global growth.

You will:

• Define and refine the CRM strategy across activation, retention, win-back, and pricing/product lifecycle in close collaboration with Growth, Product, Marketing, and Commercial teams.

• Translate strategy into clear OKRs, backlogs, and roadmaps that support both commercial targets and the messaging needs of global stakeholders.

• Prioritise initiatives based on quantitative impact, focusing on CLV, incremental revenue, and P&L contribution.

• Own the strategic setup and evolution of our Braze platform, ensuring it supports complex cross-channel journeys and advanced lifecycle logic.

• Partner with Engineering, Product, and Data teams to optimise app event taxonomies, data flows, tracking, and monitoring so that CRM is deeply integrated into our product and data layers.

• Identify and test opportunities to use AI and automation within the CRM stack to enhance performance, personalisation, and team efficiency.

• Lead, coach, and develop the CRM team through structured sprint planning, clear feedback, and a supportive environment where people grow.

• Act as a CRM ambassador across Voi, building shared understanding of performance, trends, and priorities, while balancing quick wins with long-term bets.

• Collaborate with regional General Managers and Market Managers to align central CRM initiatives with local insights, and to define scalable best practices.

• Oversee CRM legal compliance (including GDPR), ensuring consent, preferences, and communication standards meet regulatory requirements.

WHAT YOU NEED TO EMBARK

You are a strategically minded, hands‑on CRM leader who enjoys working at the intersection of data, technology and customer experience. You are comfortable shaping long-term direction, while diving into the details of data structures, targeting logic and experiments. You communicate clearly with both technical and non-technical stakeholders and create an environment where your team can do its best work.

• 6+ years’ experience in CRM or Marketing Automation in a B2C environment, including leading technical specialists and complex cross‑functional projects.

• Advanced power-user of Braze or a comparable platform, with a structural understanding of CRM systems, APIs, and event-driven data flows.

• Strong working knowledge of SQL and experience navigating complex data structures to build advanced segmentation and targeting logic.

• Deep understanding of experimentation methodology (A/B testing, statistical significance, incremental lift, and guardrail metrics).

• Familiarity with how AI and machine learning can be applied in CRM to improve predictive targeting and personalisation.

• Proven ability to translate complex technical topics into clear, concise narratives for senior, commercial, and technical stakeholders.

• Experience role-modelling company values and influencing at a leadership level, ideally in a fast-paced, high-growth environment.

Don’t meet every requirement? If you are excited about this role and our mission, and have relevant, transferable skills, we encourage you to apply – even if you don’t check every box.

WHY VOI?

Working at Voi is more than just a job; our People Promise includes a personal voyage where you will grow as a professional and be a part of a team and culture that builds something meaningful for society. In addition to this, you’ll have the opportunity to:

• Join Europe’s #1 micromobility operator and one of the fastest growing scale-ups.

• Get “skin in the game” through our employee options programme.

• Enjoy unlimited free Voi rides and a dog-friendly office.

• Work together with inspiring, motivated, and fun colleagues towards a common goal.

• Join the micromobility revolution and be a part of creating sustainable cities made for living, free from noise and pollution.