Head of Customer Experience (f/m/d)

mytheresa.com GmbH; Aschheim; Hybrid; EUR 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Holiday allowance 28–32 days

Mobile office

EU travel 10 days/year

Staff discount

Company pension

Share purchase plan

Mental health support

Social Day

Zusammenfassung

Mytheresa is seeking a Head of Customer Experience to be based in Munich, leading a strategic CX program across Customer Intelligence, Journey & Engagement and driving performance through a high-impact team.

You will translate insights into roadmaps for Tech, Product and Ops, partner with Personal Shopping for VIP growth, and ensure CX metrics link to revenue. A hybrid work setup supports collaboration with global teams.

Qualifikationen

• Experience leading CX or operations in luxury, e-commerce, or hospitality.
• Ability to bridge high-level C-suite strategy with deep-dive operational problem-solving.
• Strong data-driven approach linking CX metrics to revenue KPIs.

Aufgaben

• Drive brand-wide CX across Customer Intelligence, Customer Journey & Engagement.
• Translate insights into roadmaps for Tech, Product, and Ops.
• Partner with Personal Shopping to boost VIP retention and clienteling.
• Set global CX standards across touchpoints, optimize digital UX, and design delay protocols.
• Align CRM, Tech, Marketing, and Ops using centralized analytics.
• Streamline post-purchase flows and self-service options to reduce costs.
• Build, mentor, and scale a CX specialist team using agile methodologies.

Kenntnisse

CX leadership

NPS tracking

MarTech platforms

English fluency

German helpful

Tools

CRM software

BI tools

Jobbeschreibung

Mytheresa is one of the leading global digital luxury shopping platforms. Our 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.

Since January 2021 we are a listed company on the New York Stock Exchange. More than 1,200 employees from over 70 countries work passionately to provide the best shopping experience.

Creating a strong as well as a diverse and inclusive team is essential for Mytheresa. For us your expertise and motivation matter more than your individual walk of life. Mytheresa ensures a fast and equal hiring process.

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