Angaben zur Position

Customer Experience Manager (m/f)

Nordrhein-Westfalen   •  Festanstellung

Bullet points

  • International Fashion Company, great working environment
  • Customer Experience Management incl. operational program management


Our Client is one of the largest, international fashion brands in Europe. Their products stand for up to date fashion with high quality in combination with great value for money. The company is known for its welcoming working environment that values diversity, respect and trust as well as great career opportunities.

For our client we are looking for a Customer Experience Manager Europe (m/f).


- Responsibility for Program Health of existing Customer Experience Program on European level incl. offline POS and online E-Commerce

- Steering of the 3rd party service/platform provider incl. responsibility to implement platform and program changes in alignment with the provider and relevant stakeholders

- Monitoring of the already implemented "closed loop customer feedback cycle" to ensure comprehensive follow-up and learnings from positive and negative customer feedback

- Analysis of key parameter such as NPS, Likelihood to Recommend and Overall Satisfaction and underlying drivers for POS performance across all approx. 1.500 stores in Europe and E-Commerce

- Monitoring of core KPIs and building of a Management dashboard/ reporting to identify strategic initiatives on European level (Offline & Online)

- Implementation of a consistent and continuous approach to monitor and improve Customer Experience for offline and online incl. test & learn mechanism

- Close collaboration with local Management Teams and Store Managers as well as Online Teams to identify and drive initiatives and activities also on an operational level

- Support of existing companywide milestone meetings with relevant reporting and learnings from the Customer Experience Program (Offline & Online)

- Pro-active engagement in driving our client towards a customer- centric organization incl. training of people/teams in HQ and countries on program and Customer Experience Travel within Europe with approx. 40% of working time necessary to build up respective interfaces to the countries


- Master in Business Administration or Marketing/Communications related Master/PHD degree

- Several years of experience in Customer Experience Management incl. operational program management preferably on a multinational level

- Expert knowledge on Customer Experience measurement incl. KPIs and reporting for different stakeholder groups to transform insights into POS actions

- Additional experience in retail operations

- Strong commercial understanding preferably from clothing or hospitality sector

- Strong strategic and analytical thinking as well as proven track record of having implemented data-driven business decisions into action

- English fluency is a must (written and oral)

- Good team player, empathy and being open minded



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