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

MediaMarktSaturn Plattform Services GmbH; Ingolstadt; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

MediaMarktSaturn Retail Group in Ingolstadt seeks an experienced Customer Experience leader to define the global customer journey strategy, own end-to-end performance, and drive seamless experiences across channels. You will establish governance, metrics, and a cross-market education program to elevate Moments of Trust.

Leading a team of CX specialists, you will collaborate with analytics and AI teams to identify key drivers of loyalty and revenue, while traveling across international markets as

Qualifications

• Extensive background in customer experience, customer insight or journey management, including leadership roles.
• Proven track record building/transforming CX functions across multiple countries in omnichannel retail.
• Experience designing and rolling out CX standards, journey frameworks and governance 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 and teams.
• Identify and prioritize customer pain points and loyalty drivers using service design and journey mapping.
• Embed customer perspective in new propositions and services before launch.
• Set global CX standards and ensure consistent execution with local adaptation.
• Govern CX programs and measurement, including Net Promoter/VoC programs.
• Lead senior stakeholders and build accountable cross-functional teams.
• Lead the CX function and foster a practice of knowledge sharing across markets.

Skills

Leadership in CX/Customer Experience

Omnichannel retail experience

Journey design & mapping

Data-driven decision making

Education

University degree in a relevant field

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