Head of CRM (d / f / m) (New York)

Head Of CRM

Our category - digital tax preparation, filing, and optimization - demands trust, personalization, and clarity. Customers come back at key moments in the year and expect us to anticipate needs, not just send messages. We're looking for a Head of CRM who blends classic lifecycle craft with AI-native orchestration to create a unified experience across two brands and multiple countries.

Your impact :

Design the lifecycle system : Map moments that matter (onboarding, document prep, filing, post-filing optimization, off-season education etc) and make them measurable, equitable, and multilingual.

Make AI work for people : Use LLM co-pilots for content drafts, Reinforcement Learning systems for who / when / what / where / why decisions, and encode brand and privacy rules so automation scales efficiently, safely, and has impact.

Close the loop with Product : Treat in-app nudges and transactional UX comms as part of lifecycle; co-own activation, monetization, and retention KPIs with core PMs.

Demonstrate causal impact; make measurement transparent for peers : Move beyond surface metrics to incrementality, LTV shifts, and seasonality control groups; share insight narratives other leaders can act on.

Grow people and capability : Coach CRM and Technical CRM Managers; set progression paths; nurture a growth culture where results and great ideas win, not job titles.

Day-to-day responsibilities

A mix of strategic leadership topics and hands-on execution individual contributor topics. If you are looking for pure management & delegation this role is not for you.

Set a CRM & user engagement vision spanning activation, retention, monetization; ensure execution is aligned with your vision and bring the rest of the org along.

Lead cross-channel strategies in Braze; maintain a single journey backlog that spans outbound and in-product comms.

Partner with Martech on Segment / Snowflake e.a. pipelines, real-time audiences, and identity resolution; ensure data quality standards are in place and met.

Run a continuous test-and-learn squad including standards (holdouts by market / season; spanning activation, retention, monetization, reactivation opportunities).

Maintain deliverability, frequency, and fatigue policies; audit multilingual content for clarity and accessibility.

Design lifecycle governance : consent usage, sensitive-attribute handling, model explainability, incident response, and vendor risk reviews.

Lead lifecycle budgeting / forecasting with transparent trade-offs; (re)allocate time & money investment based on ROI

Publish transparent roadmaps; facilitate decisions when teams have competing priorities. Coordinate proactively with your mission leaders.

Skills & experience that help you thrive

Note : These are not hard requirements. If you feel most apply then err on the side of optimism and we will do our best to identify if you are the right fit for the responsibilities. We welcome candidates from non-linear paths (including parental / caregiver / sabbatical breaks).

You have a passion for marketing, analytics, and product management; our CRM ambitions are at the intersection of those 3 domains.

Experience leading CRM / lifecycle in a B2C scale-up or consumer fintech; multi-country experience strongly preferred.

Strong curiosity for redesigning work with AI; You are as interested in questions like how can we make this 20%-99% more efficient? As questions like what is now possible that was not possible before?

Depth with Braze journeys, experimentation, and messaging; working knowledge of SQL and event schemas; comfort partnering on data models.

Familiarity with agentic or RL personalization (Aampe or similar) and LLM-assisted content; you know where automation shines and where human judgment matters.

Strength in stakeholder alignment - you can surface trade-offs, make principles explicit, and help diverse teams move forward together.

Clear, inclusive communication in English; German (or another EU language) a plus.

You thrive on feedback; You want a candid, open, honest environment where results and accountability are important.

Why Taxfix?

A chance to do meaningful, people-centric work with an international team of passionate professionals.

Holistic well-being with free mental health coaching sessions and yoga.

A monthly allowance to spend on an extensive range of services that you can use and roll over as flexibly as you like.

Employee stock options for all employeesbecause everyone deserves to benefit from the success they help to create.

30 annual vacation days and flexible working hours.

A generous learning budget to support your personal and professional development and guidance from our internal L&D experts.

Work from abroad for up to six weeks every year. Just align with your team, and then enjoy your trip.

Plenty of opportunities to socialise as a team. In addition to internal meetups, our international team hosts regular get-togethersvirtually and in person when possible.

Free tax declaration filing, of course, through the Taxfix appand internal support for all personal tax-related questions.

Have a four-legged friend in your life? We're happy to have dogs join us in the office.

Excited? So are we. Learn more about Team Taxfix on our blog and get a glimpse of our culture.