Your duties
At Trusted Shops, we're on a mission to build Europe’s Community of Trust – a platform where more than 40 million consumers and tens of thousands of businesses connect with confidence. To scale this mission, we’re unlocking the power of self-service and automation for our business members. We believe that great digital experiences require smart, seamless systems backed by data, AI, and intuitive design. As Head of Digital Business & Automation for our self-service customers, you’ll be at the helm of this transformation.
Your role
As a hands-on leader, you’ll lead both the strategy and the team driving growth, engagement, and retention in our self-service tier segment. You’ll coordinate cross-functional efforts and empower your team to deliver impact through automation, AI, and funnel optimization:
* Develop and execute business strategiesto drive ARR and NRR growth.
* Translate company objectives into impactful, scalable initiatives in collaboration with Marketing, UX, and Tech.
* Lead and manage a cross-functional team (Growth Marketing, Retention, Engagement, Data, Automation) with clear ownership of funnel performance.
* Define operating models, conversion paths, and value propositions tailored to self-service customers.
* Set and align team OKRs with lifecycle metrics such as acquisition, activation, engagement, conversion, and retention.
* Own and optimize the full customer journey—from acquisition to winback—with a focus on onboarding, adoption, and upsell.
* Drive an automation-first, AI-powered approach to enhance customer experience at scale and reduce manual effort
* Increase the effectiveness of digital touchpoints, such as the Trusted Shops Business Control Center, upgrade pages, in-app notifications, and help content.
* Monitor and improve performance across key KPIs: ARR, NRR, TTV, GRR, CSAT, CAC.
* Use behavioral data and funnel analytics to inform continuous improvement and experimentation
Why join Trusted Shops?
* Shape the future of self-service in a mission-driven tech company focused on trust, transparency, and digital growth.
* Work with cutting-edge technologies including AI, automation, and behavioral analytics to design scalable, customer-centric solutions.
* Join a diverse, international team where collaboration, learning, and experimentation are core to how we work.
* Benefit from a hybrid working model, personal development budget, and supportive leadership that values impact over hierarchy.
* Contribute to a product used by millions of consumers and thousands of businesses across Europe—with the freedom to innovate and make decisions.
* Experience a culture that combines startup agility with meaningful purpose, driven by shared values and a clear long-term vision.
Your profile
* 5+ years of experience in digital business management, product-led growth, or SaaS operations.
* Proven leadership experience managing cross-functional teams.
* Strong understanding of self-service funnels, B2B marketing, and automation strategies.
* Comfortable working with data-driven decision-making and performance tracking.
* Solution oriented mindset with a hands-on approach to challenges and opportunities.
* Strong communication skills, able to align diverse stakeholders and motivate teams.
* Fluent in English; German is a strong plus
What we offer you
* Hybrid work: Combine flexible remote work with team time in the office
* Workation: Temporarily work from a destination of your choice within the EU, Iceland, Liechtenstein or Norway
* Permanent contract with Europe's trusted brand
* 27 vacation days + 3.5 additional days off at Christmas, New Year's Eve and Carnival
* Buddy programme (an experienced trustee is at your side)
* Individual training opportunities
* Events (Team Events, Unit Events, etc.)
* Health Pass (free online and offline sports, fitness and health courses)
BUILD A COMMUNITY OF TRUST WITH US - #cometotrust
Not sure if you are what we are looking for? Apply!
At Trusted Shops, we are interested in you as a person - whether you fit in with us is
independent of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity. Trusted Shops is clearly committed to diversity and against discrimination.
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