Senior Customer Experience Manager (All genders)

at  zooplus SE

COMPANY DESCRIPTION

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.
We’re on a mission to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity. At the heart of everything we do, they inspire us to grow, raise the bar for our customers and fuel a pet-first business.

JOB DESCRIPTION

We are seeking a dedicated and strategic professional to join our Product Organization as part of the Customer Research & CX Insights Team. In this key role, you will be instrumental in measuring customer experience and identifying opportunities to enhance it. You will take ownership of advancing our CX Insights Strategy, ensuring that valuable insights are effectively shared and applied across the company to foster a truly customer-centric experience. This is a unique opportunity to drive meaningful change and impact our customer journey at every level.

QUALIFICATIONS

• Successfully completed Master’s degree in Psychology, Economics, or a comparable qualification.
• At least 4 years of professional experience in the field of CX Management.
• Experience with quantitative and qualitative research methods (market research, analytics, user research, etc.).
• Proficient use of CX management and feedback tools (e.g., Qualtrics).
• Extensive experience in developing B2C customer journeys in the e-commerce context and creating customer personas.
• Practical experience in improving the digital customer experience through dedicated collaboration with various departments and teams.
• Familiarity with using KPIs such as NPS, customer satisfaction ratings, analytics KPIs, etc.
• Experience in customer service, marketing, and product development is a plus.
• Native-level German skills and excellent English skills, both written and spoken; additional European languages are advantageous

• Development, monitoring, and optimization of a comprehensive Customer Experience strategy that meets and exceeds the needs and expectations of our customers.
• Responsibility for the implementation of the CX Management Tool (Qualtrics).
• Definition of customer journeys and individual measurement points at various touchpoints.
• Collaboration with interdisciplinary teams from marketing, sales, product development, and customer service to ensure a seamless and consistent customer journey.
• Analysis of customer data, feedback, and relevant KPIs to evaluate the success of CX initiatives and derive action recommendations for continuous improvements.
• Coordination, execution, and analysis of quantitative customer research projects.
• Communication of CX goals, progress, and insights to management and other relevant stakeholders.