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

MediaMarktSaturn; Ingolstadt; On-site; EUR 120,000 - 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 in Germany seeks a senior leader to shape the global customer experience across channels. You will define strategy, set journey standards, and own end-to-end customer journeys, driving loyalty and growth with data and AI insights.

You will lead a team of experienced CX specialists, collaborate with international markets, and embed Moments of Trust into customer interactions. Fluency in English and willingness to travel are expected.

Qualifications

• Extensive background in customer experience, insight or journey management with leadership experience.
• Proven ability to build or transform CX functions across multiple countries in omnichannel retail or high-volume settings.
• Experience with governance, journey frameworks and KPI ownership across markets.

Responsibilities

• Define the global customer experience strategy and translate it into journey standards across touchpoints.
• Own end-to-end customer journeys and ensure seamless experiences across channels across markets.
• Identify main pain points and drivers of loyalty using service design and journey mapping.
• Incorporate customer perspective into development of new propositions and services.
• Set governance models, ownership, KPIs and decision rights; drive CX programs and VOC metrics.
• Lead and develop a team of CX specialists and build cross-functional communities of practice.

Skills

Leadership

Strategy

Journey management

Omnichannel retail

NPS program

Data analytics

English fluency

Cross-functional

Education

University degree

Certified Customer Experience Professional

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!