Global Head of Customer Experience (m/f/d)

MediaMarktSaturn Plattform Services GmbH; Ingolstadt; On-site; EUR 90,000 - 130,000; Full time

Job summary

MediaMarktSaturn Plattform Services GmbH in Ingolstadt seeks an experienced Customer Experience leader to own the global CX strategy and journey standards. You will drive end-to-end customer journeys, set governance, and champion VoC programs across markets.

The role requires building leadership across departments, managing stakeholders, and embedding CX practices with a focus on measurable results worldwide.

Qualifications

• Extensive background in customer experience or journey management with leadership.
• Experience transforming CX across multiple countries in omnichannel retail.
• Proven design and rollout of CX standards and governance across markets and channels.
• Experience embedding CX practices and frontline capability in large retail organisations.
• End-to-end ownership of an enterprise Net Promoter Score and/or VoC program.
• Senior executive stakeholder management with cross-functional improvement programs.

Responsibilities

• Define the global customer experience strategy and translate it into clear journey standards across all touchpoints.
• Take end-to-end responsibility for the customer journey and its performance across channels.
• Set global customer experience standards, principles and frameworks with local adaptation.
• Drive global CX programs and measurement and VoC framework, including the NPS program.
• Lead, coach and develop a team of experienced customer experience specialists.
• Align senior leaders behind CX priorities with measured metrics and cadence.

Skills

Customer experience leadership

Journey management

Service design

Data & AI collaboration

Stakeholder management

English fluency

Education

University degree in a relevant field

Certified Customer Experience Professional (plus)

Job description

Your Tasks

Strategy and Journey

• Define the global customer experience strategy and translate it into clear journey standards across all touchpoints
• Take end-to-end responsibility for the customer journey and its performance, making sure journeys feel seamless across channels and working closely with the teams that deliver each component
• Identify and prioritise the main customer pain points and the strengths that drive loyalty, using service design, journey mapping and co-creation
• Bring the customer perspective into the development of new propositions and services before launch

Standards and Execution

• Set global customer experience standards, principles and frameworks that define excellence at every step of the journey
• Own consistent execution of standards across all channels and markets, with appropriate local adaptation
• Design the governance model, including clear ownership, key performance indicators and decision rights
• Drive the global customer experience programs and measurement and voice of the customer framework, including the Net Promoter Score Programme

Stakeholder Management and Accountability

• Align senior leaders behind shared customer experience priorities, and build shared accountability through targeted metrics and a structured operating cadence
• Build and lead an active community of local customer experience counterparts, driving adoption of global standards and structured best practice sharing

Impact and Insight

• Build business cases for customer experience improvements and demonstrate their impact on loyalty, retention and revenue
• Close the feedback loop so customer insights reach stores, frontline teams and decision makers, and embed customer experience principles and capability in frontline routines
• Use data, artificial intelligence and automation, together with analytics teams, to identify the main drivers of customer experience

Leadership

• Lead, coach and develop a team of experienced customer experience specialists

Your Profile

• Extensive background in customer experience, customer insight or journey management, including several years in leadership
• A track record of building or transforming a customer experience function across multiple countries in omnichannel retail or high volume business to consumer environments
• Proven design and rollout of customer experience standards, journey frameworks and governance, with consistent execution across markets and channels in a matrix organisation
• Experience embedding customer experience practices and frontline capability in large retail organisations
• End-to-end ownership of an enterprise Net Promoter Score and/or voice of the customer program
• Customer experience business cases that secured investment and delivered measurable results
• Senior executive stakeholder management, including leading cross-functional improvement programmes and international communities of practice
• Strong service design and journey mapping skills, and ease working with data and artificial intelligence teams
• University degree in a relevant field; Certified Customer Experience Professional certification is a plus
• Full professional fluency in English and willingness to travel across our international markets

About Us

The global Customer Experience team shapes how customers experience MMS at every touchpoint and builds a customer experience function that sets the standard across our international markets for consistent execution.

This role takes end-to-end responsibility for the customer journey and embeds Moments of Trust into each customer interaction.

Our best solutions arise when diverse perspectives come together. Diversity is key to achieving our vision of becoming the Experience Champion in Consumer Electronics. We value diversity, promote equal opportunities, and foster inclusion - join our team!

Job Infos

Location:Ingolstadt

MediaMarktSaturn Retail Group

Department:HQ - Strategy, Project & Process Management

Entrylevel:Management Level

Type of Employement:Full Time

Working Hours:37,5

Persona:Job Requisition HQ Manager

#J-18808-LjbffrExperience: 5 years required