CRM & Marketing Operations Lead

Join Proton and build a better internet where privacy is the default
Proton is one of Europe’s fastest growing scale-ups, serving more than 100 million users around the world. Since the launch of our first service – Proton Mail – in 2014 by scientists who met at CERN, Proton now provides an ecosystem of well‑known services such as Proton VPN, Proton Drive (encrypted file storage), Proton Pass (encrypted password manager) and much more.
Our mission is to build a more ethical and responsible alternative to Big Tech services, with a focus on end‑to‑end encryption, privacy, open‑source and ease‑of‑use. Our user‑first approach has helped Proton grow organically to serve millions of consumers and businesses around the world, with users from organisations including The Guardian, The New York Times and the UN. Proton does not have venture capital investors, is profitable and self‑sufficient, and today has over 500 employees representing over 50 nationalities.

We're headquartered in Geneva, Switzerland, with additional offices in Zurich, London, Paris, Barcelona, Taipei, Skopje, Vilnius and Prague.
As one of Europe’s fastest‑growing companies, we offer the chance to tackle complex challenges, influence millions and shape a more equitable internet. We want to create more than just one of the world's most impactful tech companies: we want to create a new internet that serves the interests of all people. We need you, your voice, your ideas and your ambition to make it happen.

We are seeking an experienced Customer Lifecycle & CRM Manager to own and evolve our customer relationship and marketing automation platforms. This is a hands‑on, strategic role focused on optimising marketing automation, improving customer retention, and driving revenue growth across both B2B and B2C segments.

You will oversee the end‑to‑end execution of lead generation, lifecycle, and nurture programs, ensuring integration with our CRM platform and alignment between Marketing, Sales, and Customer Success. A key priority will be developing and scaling customer journeys across potential and existing customers to maximise engagement, loyalty, and lifetime value (LTV).

This position requires close collaboration with Marketing, Sales, Customer Success, Product, and Data teams to enhance customer engagement and deliver measurable business impact. It is an exciting opportunity to shape and mature the CRM & Marketing Operations function, bringing scalability, automation, and customer‑centricity to our growth efforts.

• Own the day‑to‑day management of CRM and marketing automation platforms.
• Design, maintain, and optimise workflows, segmentation, and automation to support acquisition, nurture, and retention activities.
• Develop and refine scoring and engagement models to qualify B2B leads and drive B2C lifecycle triggers.
• Ensure smooth integration between CRM, marketing automation, and data platforms to support a unified view of the customer.
• Monitor and improve data quality, governance, and compliance, ensuring accuracy and usability for campaigns.

• Plan, build, and execute multi‑channel campaigns across both B2B and B2C customer journeys.
• Manage the central marketing campaign calendar to coordinate activities, prevent fatigue, and ensure a consistent customer experience.
• Build and manage automated nurture and lifecycle programs that guide prospects and customers through the funnel—covering awareness, conversion, onboarding, retention, and advocacy.
• Implement audience segmentation strategies to personalise communications and improve engagement.
• Run A/B and multivariate testing, and optimise campaigns based on performance insights.

• Build workflows to support upsell, cross‑sell, renewal, and re‑engagement campaigns.
• Implement retention strategies to reduce churn and extend customer lifetime value.
• Collaborate with Customer Success and Support on post‑sale touchpoints to strengthen both account‑level and individual customer relationships.

• Develop and maintain dashboards and reports to monitor funnel performance,…