Head of Customer Experience (f/m/d)

Job ID: 10862

Head of Customer Experience (f/m/d)


Job Description

Head of Customer Experience f/m/d

Ref. Nr. 10862


  • A vivid Start-up culture in a dynamic e-commerce company with a financially strong group of companies behind it
  • Flat hierarchies and a dynamic environment where openness to new things is valued
  • Position has direct impact on further international growth



The company offers unique products within the home decor area via its online brands and is part of a group of companies that is one of the world's leading and fastest growing manufacturers of home decor products, with several international production sites. One of the main business areas is has it’s headquartered in Berlin. The products are already well appreciated / highly valued by customers in more than 8 European countries. The position is being filled in the course of current growth.



  • In charge of the overall Customer Experience
  • Communication and ensure customer satisfaction and loyalty
  • Manage, coach and develop a team of 10 customer care specialists
  • Provide the team with clear guidelines and KPI’s while monitoring progress
  • Define and establish standard operating procedures to deliver the best customer experience
  • Develop, forecast, and monitor key performance indicators to monitor progress and keep work on track
  • Establish a companywide collaborative customer centric way of working and cooperate with other teams within the company such as Marketing, Supply Chain Management, and Information Technology



  • Experience in a similar customer-focused role, ideally in an international, fast-paced ecommerce start-up environment
  • Feel passionate about being the customer advocate in every exchange
  • Inclusive and collaborative way of management whilst complying with deadlines
  • Agile thinker and open to adjusting your direction depending on the business needs
  • Data driven and comfortable with number-crunching
  • Tech-savvy and comfortable with digital marketing tools, platforms, resources, and metrics
  • Being resilient and showing perseverance in spite of setbacks
  • Advanced communication skills including fluent English language



  • To be part of a highly motivated international team of internet professionals in the heart of Berlin
  • Thriving e-commerce business that is revolutionizing the home decor industries
  • Self-relient, work independently, and flat hierarchies
  • An attractive salary package including various free company complements


LOCATION: Berlin Our Partner Anne-Corinne Buggel in Berlin / Germany is looking forward to receiving your application for this role. Please make sure you have all relevant documents available in English or German and in a PDF format.