As a Customer Lifecycle Manager (m/f/d),  you are responsible for the holistic definition and development of the FlixTrain customer experience – from the initial booking interaction to arrival at the destination. You report directly to the Director of Customer Product & Ancillaries, form the strategic foundation for all product and communication-related decisions within the team, and act as the central point of contact for all customer-facing topics within FlixTrain. 

About the role  

Developing Target Customer Journeys 

• Customer segment analysis:  You will analyze the relevant customer segments and their needs using data to develop a deep understanding of what different customer groups expect and need from FlixTrain. 
• FlixTrain Positioning & USP Definition:  You define the general customer experience at FlixTrain ("What will FlixTrain stand for in the future?") and develop the key USPs per segment – ​​in close coordination with the Brand Team to ensure consistent positioning. 
• Target Customer Journey:  You develop the customer journey – both overall and for each segment – ​​as a concrete target image that serves as a basis for product decisions and prioritizations. 
• Touchpoint definition:  You define the desired customer experience at each touchpoint – digital as well as physical/offline – and ensure that the experience is coherent across all channels. 
• Gap analysis:  You conduct a structured gap analysis between the target image and the status quo as a basis for defining solutions. 

Commercial Offer & Produkt-Roadmap 

• Product and process solutions:  You identify and prioritize solutions (including features) through user research and testing – not alone, but in close collaboration with the Customer Product Managers and internal experts from the respective department (e.g., train staff, control center, tech). 
• Commercial offering:  You define the commercial offering for FlixTrain (e.g., fare classes, bundles, additional services) with the aim of creating relevant offers for the different customer groups while maximizing revenue potential. 
• Delivery:  You are responsible for ensuring that what was promised is delivered – not as a classic project manager, but as a stakeholder who ensures that the scope, timeline and priority are adhered to and that the right decisions are made in terms of content. 

About you  

• At least 5 years of experience in Customer Experience, Product Management or a comparable role 
• A strong affinity for train travel and a motivation to understand the operational and technical processes behind it that influence the customer experience. 
• Strong analytical and conceptual skills combined with a keen sense of customer needs and user-centricity. 
• Experience working with cross-functional teams (e.g., Tech, Brand, Revenue Management, Operations) 
• A structured, self-reliant work style, coupled with a challenger mentality and drive to improve the status quo. 
• Strong communication skills at all levels – from operational details to management presentations.