Head of Customer Experience Dach

**COMPANY DESCRIPTION** About the DOUGLAS Group**

The DOUGLAS Group, with its commercial brands DOUGLAS, NOCIBÉ, Parfumdreams and Niche Beauty, is the number one omnichannel premium beauty destination in Europe. The DOUGLAS Group is inspiring customers to live their own kind of beauty by offering a unique assortment online and in around 1,900 stores. With unparalleled size and access to customers, the DOUGLAS Group is the partner of choice for brands and offers a premium range of selective and exclusive brands as well as own corporate brands. The assortment includes fragrances, color cosmetics, skin care, hair care, accessories as well as beauty services. Strengthening its successful omnichannel positioning while consistently developing superior customer experience is at the heart of the DOUGLAS Group strategy “Let it Bloom”. The winning business model is underpinned by the Group’s omnichannel proposition, leading brands, and data capabilities. In the financial year 2023/24, the DOUGLAS Group generated sales of 4.45 billion euros and employed around 19,200 people across Europe. It was named the World’s Top Company for Women in 2025 among all retail and wholesale companies by Forbes. The DOUGLAS Group (Douglas AG) is listed at the Frankfurt Stock Exchange.

For further information please visit the DOUGLAS Group Website.
**TASKS WITH IMPACT**
- Build, lead and develop an effective organization through clear goal setting, task allocation, and efficient communication channels
- Lead managers who ensure smooth day-to-day operations
- Further develop and restructure responsibilities to successfully implement the transformation by the end of 2026 - in close collaboration with the marketing team
- Establish standardized, digitalized, and automated processes within the Customer Experience team - always aligned with our overall CX strategy
- Work closely with the central CX Group team to ensure a consistent customer experience across all channels and markets
- Implement effective steering and reporting mechanisms to provide a basis for decision-making and promote cost efficiency
- Lead the 2nd level support as well as take responsibility for training concepts and managing external service providers - with the long-term goal of integrating outbound campaigns and store-based beauty agents
- Build sustainable relationships with internal and external stakeholders and confidently resolve goal conflicts

**YOUR SKILLS**
- Successfully completed university degree - ideally in business administration or a comparable field of study
- More than 7 years of professional experience in a leadership position with proven management skills
- Solid knowledge of project management and strategy development, combined with strong analytical thinking skills
- Good understanding of current market conditions and customer experience trends
- Confident demeanor as well as strong communication and assertiveness skills
- Proficient in Microsoft Office, particularly Excel and PowerPoint
- Business-fluent German and English skills

**YOUR BENEFITS**
**Your personal development**: we want you to grow with us. Become part of our mentoring program, use our e-learning platforms and benefit from many other individual development opportunities.

✔️ **Open feedback culture**: half-yearly meetings & performance reviews (#DOUGLASDialogue)

**30 days of vacation** per year

Would you like a hybrid working model? We offer a balance between **mobile working** and office days in a collaborative environment. (approx. 8 days/month)

Cherry on top: You get our **employee discount** both online and in-store. On top of that, you get further discount opportunities thanks to our corporate benefits.

**In-house canteen & bistro**, as well as free drinks

A positive and motivating environment & celebrating successes at regular **company events** such as DOClub, summer party, Women's Day, etc
**DO YOU RECOGNIZE YOURSELF?**
Then become part of our international company and apply, stating your salary expectations and possible starting date.

We look forward to hearing from you

Job Reference: HQ01756