CUSTOMER EXPERIENCE

• Drive the overall customer experience strategy for the German market, ensuring a consistent and localised approach.
• Collaborate with the wider CX and Brand teams to adapt tone, content, and communication for DE customers.
• Support the DE Executives with complex cases or escalations.
• Ensure all post-purchase experiences (delivery, returns, refunds, etc.) are frictionless and in line with brand expectations.
• Take owner ship of Customer reviews across multiple platforms including Trustpilot and Etrusted shop and reach out directly to customers with support.

KEY REQUIREMENTS:

• Fluent German & English speaker.
• 2+ years of experience in an CX role, operations or logistics,—preferably in eCommerce, D2C, or with a 3PL partner.
• Strong analytical mindset—comfortable working with Excel/Google Sheets, dashboards, and BI tools.
• Excellent problem-solving and communication skills.
• Hands-on experience with courier or warehouse management is a strong advantage.
• Self-starter, proactive, and able to thrive in a fast-paced environment.

ABOUT THE ROLE:

We are looking for a driven, detail-oriented Operational & Customer Experience Executive to join our team, focused on our German market. You’ll play a critical role in ensuring our logistics, courier operations, and customer experience are executed seamlessly, working closely with our 3PL warehouse in Germany, courier partners, and internal teams. Whilst providing an on brand experience directly with our customers.