Senior Customer Experience Manager

vor 4 Wochen

Munich, Bayern, Deutschland zooplus Vollzeit

About zooplus

zooplus is a leading online pet platform in Europe, dedicated to delivering moments of happiness to pet parents. With a strong mission to create joy for pets and their parents, we're driven by our core values of Care, Courage, Openness, and Simplicity.

Job Description

We're seeking a skilled professional to join our Product Organization as part of the Customer Research & CX Insights Team. As a key member, you'll be responsible for measuring customer experience and identifying opportunities to enhance it. You'll take ownership of advancing our CX Insights Strategy, ensuring valuable insights are effectively shared and applied across the company to foster a truly customer-centric experience.

Responsibilities:

  • Develop, monitor, and optimize 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 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.
  • Native-level German skills and excellent English skills, both written and spoken; additional European languages are advantageous.

What We Offer

  • 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

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