Head of Customer Experience (f/m/d) @MYTHERESA

mytheresa.com GmbH; Aschheim; Hybrid; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Holiday 32 days

Mobile office

Language courses

Staff discount

Company pension

Share purchase plan

Travel/ gym discounts

Mental health support

Social Day

Employee share purchase plan

Job summary

Mytheresa.com GmbH is seeking a Head of Customer Experience (f/m/d) to lead our CX strategy from Munich. You will drive brand-wide CX across multiple customer touchpoints, partner with Personal Shopping to enhance VIP clienteling, and align CRM, Tech, Marketing, and Ops through centralized analytics.

This hybrid role emphasizes people leadership and data-driven improvement. We value strong fluency in English and experience in luxury fashion or high-end e-commerce, plus a pro-active mindset to

Qualifications

• Proven CX or Ops leadership in luxury fashion, e-commerce, or hospitality.
• Strong ability to translate CX metrics into revenue KPIs.
• Experience with modern MarTech platforms and AI-driven insights.

Responsibilities

• Define CX strategy and scale across channels.
• Translate NPS and sentiment insights into roadmaps for Tech, Product, and Ops.
• Partner with Personal Shopping to boost VIP retention and clienteling.
• Set global CX standards, optimize UX, and design critical delay protocols.
• Lead and mentor a high-performing CX team using agile methods.

Skills

CX leadership

Luxury fashion

E-commerce

Stakeholder management

Agile

Team leadership

Education

Bachelor’s degree or MBA

Tools

Salesforce

Tableau/Power BI

Job description

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