Customer Experience Manager in München bei mytheresa com

WHAT YOU WILL DO

• Develop and implement transactional communication strategies that align with our tone of voice, focusing on empathy and emotional tone.
• Project Management in close cross functional collaboration with various teams, including Brand Marketing, Shop Management, Operations and Customer Care, to ensure consistent messaging and seamless customer experiences.
• Work closely with technical teams to ensure the successful implementation and integration of communication systems and tools.
• Conduct regular audits of transactional communication channels and customer communication material to ensure accuracy, consistency, and compliance with industry standards and regulations
• Stay up-to-date with industry trends, best practices, and emerging technologies to continually enhance our transactional communication strategies.
• Definition of new CX touchpoints along the customer journey based on customer journey mapping and market research.
• Monitor customer feedback and sentiment analysis against additional CX insights to identify areas for improvement and make data-driven decisions to enhance communication effectiveness

WHO YOU ARE

• Proven experience (at least 3 years) in customer experience management, transactional communication, or a similar role.
• Strong ability to empathize with customers and analyze communication for emotional tone of voice.
• Excellent written and verbal communication skills, with a keen eye for detail and exceptional grammar and language proficiency.
• Technical savvy and familiarity with communication tools, CRM systems, and email marketing platforms.
• Derated ability to work cross-functionally and collaborate effectively with diverse teams.
• Proactive and self-driven mindset with a strong sense of ownership and accountability.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• A passion for delivering outstanding customer experiences and a commitment to continuous improvement.
• Have excellent verbal and written knowledge of English at native level; additional languages are a plus

WHAT WE OFFER

• Up to 32 days of holiday, depending on the length of service, starting with 28 days
• Mobile office / Mobile office abroad (job and position permitting)
• Language & e-learning courses
• Staff discount
• Company pension scheme
• Discounted membership for selected sports platforms & gyms
• Discounted travel card & shuttle service
• Individual support on mental health & well-being (e.g. compatibility work and family life)

WHO WE ARE

Mytheresa is one of the leading global digital luxury shopping platforms. Our unique digital experience is based on a sharp focus on high-end luxury shoppers, exclusive product and content offerings, leading technology and analytical platforms as well as high quality service operations.

Since January 2021 we are a listed company on the New York Stock Exchange. More than 1,200 employees from over 70 countries work passionately to provide the best shopping experience.

Creating a strong as well as a diverse and inclusive team is essential for Mytheresa. For us your expertise and motivation matter more than your individual walk of life. Mytheresa ensures a fast and equal hiring process.