Customer Experience Manager (m/f/d)

JOIN OUR TEAM

As a Business Development Manager - Customer Experience, you will focus on building and leading the Voice of the Customer (VoC) programme within Customer Care at Westwing. The team’s mission is to create a high-quality, emotionally meaningful customer experience that helps elevate the entire customer journey. You will act as a key stakeholder across departments, enabling cross-functional teams with the right level of insight. From setting up feedback systems to embedding VoC data into planning and roadmaps, this role ensures the customer's voice drives measurable improvements. This position is permanent and based in Munich.

WHAT YOU'LL DO

• define and own the VoC vision, goals, and success metrics for Customer Care
• create a single source of truth for customer insights across teams
• gather and share insights with Product, Operations, Logistics, Quality, and Content teams
• design processes and tools for a smooth flow of VoC data at all levels
• run cross-functional workshops to co-create customer-driven solutions
• embed VoC insights into planning, roadmaps, and feature development

YOU COME WITH

• deep understanding of the customer journey and role models
• minimum of 3 years of experience in Customer Care operations
• strong analytical skills to extract insights from large datasets
• proven project management skills across multiple stakeholders
• ability to influence and gain buy-in from cross-functional teams
• confidence and capability to operate at both strategic and operational levels

WHY WESTWING

Aside from our awesome team and shared purpose, we offer a variety of additional benefits. Come work with us and get:

• an inspiring, international, informal, and nonpolitical environment for you to take ownership and grow your career
• a unique culture based on trust, support, and collaboration where we foster open communication with our biweekly Company All-Hands, feedback channels, and regular Q&A sessions
• hybrid working mode with 3 office days per week
• up to 4 weeks temporary work-from-anywhere per year
• 30 days of paid holiday per year
• a beautiful, centrally located and dog-friendly office with free beverages, cafeteria with different lunch options, open spaces and sunny terrace
• 40% off Westwing Collection and 20% off all third-party brands in our shop (each on non-reduced items), a 10% Family & Friends voucher, and Westwing vouchers for special occasions
• regular and legendary company and team events like Movie Nights, Oktoberfest, Summer Parties, and more
• health and wellbeing offerings including sports membership, mental health support and coaching, vaccinations, skin checkups and more
• discounted green mobility options with public transport or JobRad
• company daycare “Westwing Wichtel” next to our Munich office and cooperation with Elly & Stoffl, a multilingual daycare with several locations in Munich
• subsidised company pension scheme
• “Social Impact Day” p.a. to use for doing good for environment and/or society

ABOUT US

Westwing, Europe’s #1 in Beautiful Living e-commerce, is present in 20+ European countries and achieved a GMV (Gross Merchandise Volume) of EUR 497 million in 2024. As Europe’s premium one-stop destination for Design Lovers, it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop, Daily Specials, Stores, the B2B Service (Westwing Business) and the Westwing Design Service. Westwing’s team works together on its shared purpose to “Excite people to create homes that unlock the full beauty of life”. Founded in 2011, Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018.

Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We’re made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the “wow, you work at Westwing?” crowd.

Diversity is deeply rooted in our culture. Our mission doesn’t stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone’s uniqueness, cultural differences and equal opportunity.

Department

Customer Care