Senior Product Owner Customer Service

**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**
As a Senior Product Owner Customer Service, you will be responsible for the strategic and operational development of our customer service platforms and processes. You will design digital solutions that help our customers receive fast and efficient support - and that make the work of our service teams easier

You will be at the forefront of defining the long-term product vision, identifying user needs, and optimizing the customer service journey. Your expertise will be crucial in building the roadmap, ensuring seamless implementation, and continuously improving our service quality. Help us develop impactful innovations and take our customer experience to the next level.

- Define the customer service product vision and roadmap in close collaboration with internal stakeholders
- Lead a cross-functional product team and manage the full product lifecycle - from discovery to rollout
- Identify optimization opportunities within the customer service journey - especially around contact avoidance and first contact resolution
- Validate your solutions based on KPIs and derive continuous improvement measures
- Foster strong stakeholder relationships to ensure customer-centric product development
- Analyze new technological trends (e.g., AI in customer service) and proactively introduce innovations to the team

**YOUR SKILLS**
- At least 4 years of experience as a Product Owner or in a similar role
- Strong analytical skills combined with empathy for user needs and a high level of technical affinity
- A dynamic working style driven by initiative and ownership
- Creativity and an innovative mindset are among your core strengths
- Ability to communicate messages clearly and convincingly - both within the team and with stakeholders
- Fluent in both German and English

**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: HQ01567