Job overview As Team Lead – Customer Engagement, you will report to the Head of Digital Marketing and lead a 7-member team across two areas: CRM Marketing – planning, creating, and optimizing newsletters and campaigns to engage and convert customers; CRM Automation – building and optimizing automated, personalized customer journeys. This is a unique opportunity to lead one of our most customer-facing teams, shaping how millions of traveler's experience our brand. You will own the newsletter strategy, drive personalization and segmentation to maximize engagement, conversion, and loyalty, lead marketing automation innovation, and expand into new channels such as WhatsApp, push notifications, and in-app messaging. Working cross-functionally with Content, Performance Marketing, Campaign, Tech, Analytics, and Product teams, you will ensure a consistent, data-driven, and customer-first approach across all engagement touch-points. What you will do Lead, mentor, and inspire the Customer Engagement team (Marketing & Automation Managers) to deliver outstanding channel performance and customer experiences Own the newsletter channel strategy, including calendar planning, performance tracking, campaign optimization, and content quality Drive personalization and segmentation to deliver targeted and relevant messaging that maximizes engagement, conversion, and loyalty Collaborate with cross-functional teams to align messaging, ensure creative impact, and optimize channel capabilities, integrations, and performance Drive marketing automation by expanding personalization, trigger-based journeys, and customer lifecycle programs Introduce and scale AI-powered workflows to improve content creation, targeting, testing, and reporting efficiency Lead the channel expansion strategy, implementing new communication formats such as WhatsApp, push notifications, in-app messaging, and other emerging touch-points Ensure cross-channel orchestration within the wider Digital Marketing team to maximize reach, impact, and consistency Represent the Customer Engagement function in strategic discussions and provide clear commercial rationale for prioritization decisions. Job Title Team Lead Job Subtitle Customer Engagement What you will need 7-10 years of experience in CRM, customer engagement, or lifecycle marketing — ideally within e-commerce, travel, or a subscription-based business. Proven leadership experience, with the ability to inspire and develop both creative and technical talent. Deep understanding of CRM systems and tools, and customer journey design. Experience with new channel implementation (e.g., WhatsApp, SMS, push notifications, in-app messaging) and omnichannel orchestration. Strong grasp of email marketing best practices, from content strategy to deliverability. Analytical mindset with proven ability to interpret performance data and translate it into actionable strategies. Excellent stakeholder management skills, able to align multiple teams towards a common goal. Experience with AI applications in marketing (content generation, predictive targeting, workflow automation) or the ability to quickly adopt and integrate new AI tools into workflows. What you will bring Entrepreneurial, results-driven, and customer-centric Fluent in English; German proficiency is a plus. Inclusivity all genders Workplace type Hybrid About us We are dreamers, doers, and enthusiasts! Our mission is to enable our customers on leisure and/or business travel to enjoy a seamless travel booking experience from the tip of their fingers. Therefore, we are continuously working passionately on providing diverse and attractive offers on our online booking platforms Eurowings & Eurowings Holidays and mobile Apps to empower our customers with relevant information and smart digital services throughout their travel experience.