Descripción de la oferta
Who we are At Royal Queen Seeds, we're always growing. Our digital team works from our modern offices just outside Barcelona, where an open, collaborative environment brings together people, ideas, and technology. Today, Royal Queen Seeds is an international brand serving both hobby growers and professional cultivators across Europe and the U.S. A bit of history Our roots go back to 2007, driven by a passion for cannabis breeding and genetics. In 2010, we opened our first store in Amsterdam, followed by the launch of the Royal Queen Seeds website in 2011. Since then, we've continued to innovate and evolve, introducing new genetics and innovations such as the F1 Hybrid seeds. Customer Lifecycle Specialist As a Customer Lifecycle Specialist, you will be responsible for optimizing the customer journey across support and CRM touchpoints. You will manage lifecycle campaigns, automation, segmentation, and AI-assisted support to improve customer engagement, satisfaction, and retention while collaborating with Marketing team. Key Responsibilities CRM Strategy & Lifecycle Management: Support the development and implementation of CRM strategies across the full customer lifecycle, including acquisition, onboarding, engagement, retention, reactivation, and win-back. Customer Journey Optimization: Analyze customer journey touchpoints, identify friction points and opportunities, and implement initiatives to improve customer experience, engagement, and retention. Segmentation & Personalization: Build and maintain customer segments based on behavior, demographics, engagement, and lifecycle stage to deliver relevant and personalized communications. CRM Campaign Development & Execution: Plan, create, and execute CRM campaigns across channels, including promotional emails, newsletters, onboarding journeys, nurturing flows, retention campaigns, and automated lifecycle communications. CRM Automation & Workflow Optimization: Build, maintain, and optimize automated CRM workflows to improve lifecycle management, operational efficiency, and customer engagement. CRM Data Management: Maintain high standards of customer data quality, accuracy, segmentation, and database hygiene across CRM platforms and customer touchpoints. Performance Analysis & Reporting: Monitor and report on CRM and customer experience KPIs, including engagement, conversion, retention, churn, response and resolution times, and CSAT. Translate results into actionable recommendations. Testing & Continuous Improvement: Conduct ongoing testing and optimization of campaigns, customer journeys, segmentation, messaging, and automated workflows to improve performance. Compliance & Data Privacy: Ensure CRM activities and customer data practices comply with applicable data protection requirements, including GDPR and other relevant regulations. Customer Experience: Manage, analyze, and resolve first-line customer inquiries and cases, ensuring timely, accurate, and high-quality support across customer touchpoints. Escalation Management: Handle and coordinate complex customer cases, working with relevant internal teams to ensure effective resolution. AI Support Optimization: Monitor AI support agent interactions, identify recurring issues, flag inaccuracies and knowledge gaps, and provide actionable feedback to continuously improve AI-assisted customer service. The abilities we think would be a great match Proficient in CRM Platforms: Skilled in CRM systems such as HubSpot, Salesforce, or similar, as well as marketing automation and customer support tools. Customer Lifecycle Management: Able to create and manage personalized, data-driven customer journeys across lifecycle channels (email, push, etc.), tailored to different segments and lifecycle stages. Customer-Centric Mindset: Strong focus on understanding customer needs, resolving issues, and identifying opportunities to improve the overall customer experience. AI & Automation Mindset: Comfortable working with AI-powered support and automation tools, monitoring performance, identifying gaps, and suggesting improvements. Adaptable and Dynamic: Able to thrive in a fast-paced environment and quickly adapt to new challenges, processes, and technologies. Bilingual Communication Skills: Fluent in English (required); Spanish is a plus. Strong Organizational Skills: Capable of managing multiple customer cases, CRM workflows, campaigns, and priorities while maintaining attention to detail. Clear Communicator: Strong written and verbal communication skills for customer interactions, internal documentation, and lifecycle communications. Troubleshooting & Optimization: Able to identify issues across customer journeys, CRM data, segmentation, workflows, and support processes and propose effective solutions. Tech-Savvy: Quick to learn, adopt, and effectively use new digital tools, technologies, and platforms. Data Privacy Awareness: Knowledge of GDPR and data protection best practices for managing customer data responsibly. Driver's License and Car Required: A valid driver's license and access to a car are required. Benefits Opportunity to have a real impact in a high-growth global category leader Competitive employment conditions Dynamic, collaborative, and innovative work environment Opportunities for professional growth and career developmentBe part of an exciting and rapidly evolving industry Work from our modern offices near Barcelona Enjoy free food, drinks, and fresh fruit at the office What can we offer you? Competitive salary Annual performance-based bonus Flexible working hours Hybrid working model Personalized development plan and career growth opportunities
