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

MediaMarktSaturn; Ingolstadt; Hybrid; EUR 110,000 - 170,000; Full time

Benefits offered by this job

30 days vacation

Company pension plan

Employees discount

Fitness collaborations

Training & leadership programs

Open corporate culture & teamwork

Mobile work 50/50

Job summary

MediaMarktSaturn is seeking a Senior Customer Experience leader to define global CX strategy and translate it into journey standards. You will own end-to-end customer journeys across channels and drive governance, KPIs, and VOC programs in a matrix, multi-country environment.

You will align senior leaders, build a community of CX counterparts, and coach a team of experienced CX specialists to deliver measurable improvements in loyalty and revenue. Travel across international markets is expected.

Qualifications

• Extensive background in customer experience or journey management with leadership.
• Track record transforming CX functions across multiple countries in omnichannel retail.
• Proven design and rollout of standards, governance and journey frameworks.
• Experience embedding CX practices in large retail organisations.
• End-to-end ownership of an enterprise Net Promoter Score or VOC program.
• Senior executive stakeholder management in cross-functional programs.

Responsibilities

• Define global CX strategy and translate into journey standards.
• Lead end-to-end customer journeys across channels.
• Drive governance, KPIs, and ownership across markets.
• Develop programs and VOC framework including NPS.
• Align leaders and build accountability via metrics.
• Coach and develop a team of CX specialists.

Skills

Customer experience leadership

Journey management

Stakeholder management

Omnichannel strategy

Data-driven decision making

Service design

Executive communication

English fluency

Education

University degree in a relevant field

Certified Customer Experience Professional (a plus)

Tools

NPS program knowledge

Job description

For us „Let’s Go!“ is not just a slogan, it is an attitude. We love technology and we want to excite. We have fun and want to inspire. Our customers and our teams. That’s why we are looking for people who share this spirit. People who are passionate about creating the shopping experience of the future together with 50.000 colleagues across Europe.

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

What's in it for you?

• International teams & exciting tasks
• 30 days vacation & company pension plan
• Employees discount & Fitness Collaborations
• Training & leadership programs
• Open corporate culture & Teamwork
• Mobile work (50/50)

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!

Your HR contact

Michaela Lenck