Beschreibung

As a CX Program Manager, you will lead cross-functional initiatives to enhance customer experience, collaborating with various teams to turn insights into actionable improvements while ensuring projects are executed effectively and on time.

Anforderungen

• •Bachelor’s degree in Business, Marketing, Communications, or related field
• •10+ years in customer experience, program/project management, or cross-functional coordination roles
• •Strong project management and organizational skills
• •Excellent communication and stakeholder management abilities
• •Analytical mindset with ability to interpret data and drive insights
• •Ability to manage multiple initiatives simultaneously in a fast-paced environment
• •Proficiency in CX and/or project tools (e.g. TheyDo, Jira, MS Projects or similar)
• •English required; German is a strong advantage
• •Highly proactive and detail oriented
• •Natural collaborator who builds trust and alignment
• •Passionate about delivering exceptional customer experiences

Aufgaben

• •Drive planning and execution of Customer Experience initiatives
• •Track progress across multiple departments
• •Collaborate with business analysts to convert feedback into actionable insights
• •Partner with countries and central functions for effective resolution of customer pain points
• •Apply Customer Journey Mapping to address customer needs
• •Break internal silos in developing CX measures
• •Maintain visibility on all CX-related topics
• •Ensure clarity on ownership, deadlines, and progress updates
• •Act as the voice of the customer in internal discussions
• •Ground budget planning and vendor decisions in customer impact
• •Stay updated on best practices in the retail sector
• •Proactively introduce improvements to enhance customer experience
• •Serve as the central contact between the CX team and country organizations
• •Translate customer insights into tangible improvements

Tools & Technologien

Benefits