Team Leader Customer Experience (f/m/d)

Recruiter
Mytheresa
Location
Munich (Stadt), Bayern (DE)
Posted
15 Nov 2021
Closes
15 Dec 2021
Function
Ecommerce

Here at Mytheresa, technology meets luxury fashion in a space that celebrates both creativity and digital advancement. Centered in the heart of Europe, we are a dynamic international team, hailing from all corners of the globe. Working together we strive to exceed our customer’s expectations with a passion for innovation.

The customer experience team listens to our customers and takes charge of all feedback we receive, implementing a 360° feedback cycle that works to consistently improve our services and create a memorable shopping experience for our valued customers.

To support our international team we are currently searching for a full-time employee as Team Leader Customer Experience (f/m/d) (f/m/d) based in our office in Aschheim.

 

YOUR RESPONSIBILITIES:

 

  • Lead a team of 8 international Customer Experience Managers with focus on Customer Satisfaction, Customer Journey Communication and Customer Value Management

  • Drive, initiate and implement continuous improvement anchored on insights (eg NPS, etc)  across all touch points and teams   

  • Detailed responsibilities of the team (currently)

    • CX Communication

    • Customer Insights

    • Partnership with Vestiaire Collective

    • Process definition and optimization to improve customer experience

  • Create customer value by initiating tools, services and more to ease the customer journey and support the teams in creating the best-in-class customer experience (eg tech tools to support the personal shopping team etc)

  • Be the customer advocate within Mytheresa`s organisation by creating visibility and awareness for our customers and their needs

  • Lead the monthly Customer Committee Meeting to discuss improvements with the management

  • Liaise with all other departments to permanently create topics to improve customer experience

  • Report into the Chief Customer Experience Officer & Managing Director

 

YOUR TRACK RECORD:

 

  • Combined customer and operational experience with clear focus on continuous improvement

  • Successful experience building impactful customer interaction and interested to play a key role in delivering an cross functional approach

  • Experience in driving projects across multiple touch points

  • Passionate individual and committed to bring value to customers

 

YOUR QUALIFICATIONS:

 

  • MBA/ marketing degree

  • Minimum of 8 years experience

  • Commercial experience and acumen - Experience in building impactful customer interaction preferably in a global operating organisation

  • Hands-on proactive approach and accountability

  • Good communication and strong social skills

  • Strong project management skills

  • Experiences in gaining Insights, market and customer research skills

  • Experience to work in and lead cross-functional and cross-cultural teams

  • Ability to work in English - fluent written and spoken, additional language is a plus

  • Complex, problem-solving and analytical capabilities as well as attention to detail

 

At Mytheresa, our people are our success. If you're a self-starter who enjoys an exciting challenge, apply now to be part of our journey and grow with us in a modern working environment.

We treat all applicants, employees, partners and customers equally, irrespective of their race and ethnic background or national origin, their religion or beliefs, their gender and sexual identity, their age, marital status and care responsibility, or any disability.

We are looking forward to your expressive application via our career site.

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