Head of Customer Experience (f/m/d)

Mytheresa; Aschheim; Hybrid; EUR 120,000 - 180,000; Full time

Benefits offered by this job

32 days holiday

Hybrid work

Language courses

Staff discount 30%

Pension scheme

Discounted travel card

Mental health support

Social Day

Employee Share Purchase Plan

Job summary

Mytheresa, the luxury multi-brand platform, seeks a Head of Customer Experience to lead CX strategy across channels and data-driven initiatives. Based in Munich with a hybrid work model, you will partner with CRM, Tech, Marketing, and Ops to elevate VIP clienteling, post-purchase efficiency and UX.

You will mentor a growing CX team and drive measurable revenue impact. The role requires proven CX/Ops leadership in luxury fashion or ecommerce, strong analytical skills, and fluency in English;

Qualifications

• Experience leading CX or ops in luxury fashion, e-commerce, or hospitality.
• Ability to translate CX metrics into revenue impact (NPS, CSAT to AOV, retention, CAC, margin).
• Capable of bridging C-suite strategy with hands-on operations.

Responsibilities

• Drive brand-wide CX strategy across Customer Intelligence, Journey & Communication, and Engagement.
• Translate insights from NPS, sentiment platforms, focus groups and test orders into roadmaps for Tech, Product, and Ops.
• Partner with Personal Shopping to boost VIP retention and clienteling.
• Set global CX standards across touchpoints and optimize digital UX.
• Align CRM, Tech, Marketing, and Ops using centralized analytics to reduce duplication.
• Streamline post-purchase flows and self-service to cut support costs and protect margins.
• Build, mentor, and scale a high-performing CX team using agile methods.

Skills

CX leadership

Data-driven decisions

Stakeholder alignment

Agile methods

Tools

CRM/BI tools

AI-driven insights platforms

Job description

Mytheresa is a leading luxury multi-brand digital platform. Founded as a boutique in 1987, Mytheresa launched online in 2006 and offers ready-to-wear, shoes, bags and accessories for womenswear, menswear, kidswear as well as lifestyle products and fine jewelry.

The highly curated edit of up to 250 brands focuses on true luxury brands such as Bottega Veneta, Brunello Cucinelli, Dolce&Gabbana, Gucci, Loewe, Loro Piana, Moncler, Prada, Saint Laurent, The Row, Valentino, and many more.

Mytheresa’s unique digital experience is based on a sharp focus on high-end luxury shoppers, exclusive product and content offerings, leading technology and analytical platforms as well as high quality service operations. Mytheresa is part of LuxExperience, the leading digital, multi-brand luxury group.
To support team Customer Experience we are searching for the Head of Customer Experience (f/m/d) to be based in our Munich office.

WHAT YOU WILL DO

• CX Strategy & Scale: Drive brand-wide CX across Customer Intelligence, Customer Journey & Communication, and Engagement.
• Insights to Action: Translate NPS, sentiment platforms (Trustpilot), focus groups, and test orders into Tech, Product, and Ops roadmaps.
• Top-Client Growth: Partner with Personal Shopping to boost VIP retention, clienteling, and luxury extensions (Jewelry care, circular resale).
• Governance & UX: Set global CX standards across touchpoints, optimize digital UX, and design critical delay protocols.
• Executive Alignment: Align CRM, Tech, Marketing, and Ops using centralized analytics to eliminate operational duplication.
• Post-Purchase Efficiency: Streamline post-purchase flows and self-service options to reduce support costs and protect margins.
• Team Leadership: Build, mentor, and scale a high-performing CX specialist team using agile methodologies.

WHO YOU ARE

• Experience: Proven CX or Ops leadership in luxury fashion, e-commerce, or hospitality with strong LTV impact.
• Execution: Able to bridge high-level C-suite strategy with deep-dive operational problem-solving.
• Data & Commercial Acumen: Tracks CX metrics (NPS, CSAT) directly to revenue KPIs (AOV, Retention, CAC, Margin).
• MarTech Skills: Proficient with modern CX platforms, CRM/BI tools, and AI-driven insights platforms.
• Languages: Fluent English; German, Arabic, or Mandarin/Cantonese is a plus.

WHAT WE OFFER

• Up to 32 days of holiday, depending on the length of service, starting with 28 days
• Mobile office with up to 20% of your total contracted hours (job and position permitting)
• 10 days/year of mobile office abroad in EU-countries (job and position permitting)
• Language courses
• Staff discount of up to 30%
• Company pension scheme
• Discounted membership for selected sports platforms & gyms
• Discounted travel card
• Individual support on mental health & well-being (e.g. compatibility work and family life)
• Social Day
• Employee Share Purchase Plan

LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.

If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.

Experience Level: Mid-Senior levelWorkplace Type: Hybrid