Senior Customer Experience Manager

vor 1 Monat

Munich, Bayern, Deutschland zooplus SE Vollzeit
Customer Experience Manager Job Description

We are seeking a dedicated and strategic professional to join our Product Organization as part of the Customer Research & CX Insights Team. In this key role, you will be instrumental in measuring customer experience and identifying opportunities to enhance it.

Key Responsibilities:

  • Develop and implement a comprehensive Customer Experience strategy that meets and exceeds customer needs and expectations.
  • Implement the CX Management Tool (Qualtrics) and define customer journeys and individual measurement points at various touchpoints.
  • Collaborate with interdisciplinary teams from marketing, sales, product development, and customer service to ensure a seamless and consistent customer journey.
  • Analyze customer data, feedback, and relevant KPIs to evaluate the success of CX initiatives and derive action recommendations for continuous improvements.
  • Coordinate, execute, and analyze quantitative customer research projects.
  • Communicate CX goals, progress, and insights to management and other relevant stakeholders.

Requirements:

  • Master's degree in Psychology, Economics, or a comparable qualification.
  • At least 4 years of professional experience in the field of CX Management.
  • Experience with quantitative and qualitative research methods (market research, analytics, user research, etc.).
  • Proficient use of CX management and feedback tools (e.g., Qualtrics).
  • Extensive experience in developing B2C customer journeys in the e-commerce context and creating customer personas.
  • Practical experience in improving the digital customer experience through dedicated collaboration with various departments and teams.
  • Familiarity with using KPIs such as NPS, customer satisfaction ratings, analytics KPIs, etc.
  • Experience in customer service, marketing, and product development is a plus.
  • Native-level German skills and excellent English skills, both written and spoken; additional European languages are advantageous.

About zooplus:

We are a leading e-commerce company with over 1,000 passionate professionals located across 10 European offices. We believe our success comes from working together and leveraging our international strengths. Expect to work in a hybrid environment, collaborating with colleagues in different locations remotely.

Our Benefits:

  • 20% discount in our zooplus shop
  • Internal and external training
  • Team events
  • 28 vacation days and days off on 24th and 31st of December
  • Corporate rates at a local gym chain (Body & Soul)
  • Company mobile phone for work and personal use

Learn more about the life at zooplus:

LinkedIn, Instagram, TikTok, and YouTube

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

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