Senior Personalization Specialist

You'll join the Customer Service Platform Tribe - a team delivering systems that power multichannel, personalized customer service across the KRUK Group. We work with design thinking, rapid MVP delivery and strong product vision. Together, we're building tools that support both external and internal users - ensuring consistency, efficiency, and space for hyper-personalized communication.

As a Senior Personalization Specialist, you'll help shape and scale the personalization engine that connects all customer touchpoints.

Your responsibilities:

• Creating and executing cross-channel personalization strategies (email, push, SMS, web/app),
• Customer segmentation and implementation of a test-and-learn approach, including A/B testing,
• Recommending and co-developing solutions based on AI/machine learning,
• Monitoring KPIs, identifying deviations, and recommending process improvements,
• Managing and developing the personalization platform, including: monitoring tool performance and identifying issues, implementing new contact channels (e.g. push, SMS), proposing and initiating corrective actions,
• Creating and maintaining process documentation - standards, manuals, guidelines,
• Collaborating with local markets on adapting and implementing personalization solutions,
• Conducting trainings on tools, processes, and personalization best practices.
• Identifying regulatory, technical, and business risks, and addressing them in close cooperation with stakeholders.

Our Expectations:

• Minimum 5 years of experience in digital marketing, personalization, CRM, or marketing automation.
• Experience in customer segmentation, data analysis, and A/B testing.
• Understanding of modeling processes and system integration (experience with CDP is a plus).
• Familiarity with personalization and marketing automation tools (e.g. Salesforce Marketing Cloud, Adobe Target, GA4, BI tools).
• Ability to analyze KPIs and draw business conclusions based on data.
• Ability to create documentation and deliver trainings,
• High level of independence, initiative, and communication skills,
• English language proficiency at minimum B2 level.

Nice to have:

• Experience in data analysis, audience segmentation, modeling, and system integration.

What We offer:

• Employment based on employment contract / B2B
• Flexible starting hours
• Possibility of full remote work / hybrid model (depending on the place of residence)
• Attractive employee benefits package: private medical care (Luxmed), subsidy for Multisport card, additional benefits tailored to your needs within the cafeteria system, group insurance for employees on preferential terms
• Opportunity to receive an attractive bonus in the employee referral program
• Possibility to rent a company car for private use

We are dedicated to creating an inclusive recruitment process that upholds the principles of equal opportunity. Our focus is on candidates' competencies and their willingness to grow, regardless of gender, age, disability, religion, sexual orientation, background, or any other factors unrelated to their qualifications. We go the extra mile to ensure the recruitment process is accessible and thoughtfully tailored to accommodate individual needs.