Head of Customer Experience

10ML; Dortmund; Hybrid; EUR 90,000 - 125,000; Full time

Benefits offered by this job

Remote work in EU

30 days paid holiday

Learning budget

Performance bonus

Perfume allowance

Job summary

10ML is a European perfume retailer headquartered in Dortmund, Germany. We are building a multilingual customer care function to own the end-to-end CX, from first questions to parcel delivery, with a focus on turning every contact into loyalty.

You will lead a team covering German, French, Italian, Spanish, Polish and more, own response times and satisfaction metrics, and collaborate with product and operations to prevent issues.

Qualifications

• 6+ years in customer service or CX in e-commerce.
• 3+ years leading multilingual teams.
• Experience with help desks such as Zendesk, Gorgias, Intercom or Front.
• Data-driven approach: CSAT, first-response and resolution times, contact-rate reduction.
• Fluent English and at least one more EU language.
• Bonus: beauty, fragrance or luxury retail experience.

Responsibilities

• Build and lead a multilingual customer care team covering German, French, Italian, Spanish, Polish and more.
• Own response times, resolution quality, customer satisfaction and the help centre.
• Choose and run the support stack (help desk, macros, automation, quality reviews).
• Feed customer insight back to product, operations, marketing and engineering every week.
• Work with fulfilment and carriers to prevent issues before customers notice them.
• Protect the 10ML reputation on review platforms and social channels.

Tools

Zendesk

Gorgias

Intercom

Front

Job description

Salary: €90,000 – €125,000 gross per year, plus bonus · Dortmund, Germany, or remote within the EU · full-time, permanent10ML serves customers across Europe in their own languages. You lead customer experience for 10ML perfume decants and samples, from the first question before an order to the moment a parcel arrives, and you turn every contact into a reason to come back.

What you will do

• Build and lead a multilingual customer care team covering German, French, Italian, Spanish, Polish, Dutch and more
• Own response times, resolution quality, customer satisfaction and the help centre
• Choose and run the support stack (help desk, macros, automation, quality reviews)
• Feed customer insight back to product, operations, marketing and engineering every week
• Work with fulfilment and carriers to prevent issues before customers notice them
• Protect the 10ML reputation on review platforms and social channels

What you bring

• 6+ years in customer service or CX in e-commerce, with at least 3 years leading multilingual teams
• Experience with help desks such as Zendesk, Gorgias, Intercom or Front
• A data-driven approach: CSAT, first-response and resolution times, contact-rate reduction
• Fluent English and at least one more EU language
• Bonus: beauty, fragrance or luxury retail experience

About 10ML

10ML is a European perfume retailer headquartered in Dortmund, Germany. Founded in 2025, 10ML sells original designer and niche perfumes as 3ml, 10ml and 30ml perfume decants and samples. 10ML buys from authorized EU distributors and directly from the brands, and decants every perfume itself. 10ML says it has more than 100,000 customers.Total annual revenue across all sales channels in 2026 is close to €21 million. 10ML's ARR is more than €10 million.

What 10ML offers

• A salary at the top of the market, plus an annual performance bonus
• Remote work anywhere in the EU (unless the role is on-site), or the Dortmund office if you prefer
• 30 days of paid holiday
• €2,000 personal learning budget per year, plus conferences
• A monthly perfume allowance to explore the 10ML catalogue of perfume decants
• Top-spec laptop and the tools you ask for
• Company pension contribution and, in Dortmund, a fully paid Deutschlandticket
• Short decision paths, real ownership and budgets that match the ambition