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EU Customer Experience Director
Piper MaddoxMünchen, Bayern, GermanyVor 3 Tagen
StellenbeschreibungProven senior leadership experience in customer experience management, preferably within consumer electronics, action sports, outdoor, or technology industries. Strong understanding of the European market, especially Germany and the Netherlands, with insight into regional customer expectations and preferences. Excellent strategic thinking, leadership, and communication skills to drive customer experience initiatives. Experience managing cross-functional and BPO teams in fast-paced environments. Proficient in handling customer feedback and conducting metrics-based analysis to inform continuous improvement efforts. Ability to collaborate with global teams and stakeholders to ensure a consistent customer experience across multiple markets. Deep understanding of omnichannel customer experience management is a plus. Fluency in English and German is required; additional European languages (Dutch, French, Spanish) are highly desirable.
A leading player in ebikes is seeking an experienced Director of Customer Experience. This role will focus on ensuring an outstanding customer experience across European markets while driving strategic initiatives and fostering a customer-centric culture.
Responsibilities
- Oversee and enhance all customer experience functions within the European market, ensuring alignment with global strategies and objectives.
- Lead and manage the customer experience team, including customer service, after-sales support, and customer feedback management.
- Develop and implement customer experience strategies to drive customer satisfaction and build long-term loyalty.
- Monitor and analyze customer feedback and metrics to identify improvement opportunities and lead continuous improvement initiatives.
- Collaborate with sales, marketing, and product development teams to ensure a seamless customer journey from pre-purchase to post-purchase stages.
- Manage customer complaints and issues, ensuring timely resolution and high levels of customer satisfaction.
- Foster a customer-first culture within the European team while ensuring effective communication of customer expectations.
- Represent the European customer experience function in global leadership meetings, providing actionable insights and recommendations for enhancement.
Qualifications
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Renewables & Environment and Sporting Goods Manufacturing
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