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

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

Benefits offered by this job

Staff discount up to 30%

Company pension scheme

Language courses

Employee Share Purchase Plan

Mobility support (mobile office)

Job summary

LuxExperience is seeking a Head of Customer Experience to lead CX strategy across our global luxury platform. Based in Munich with a hybrid setup, you will drive initiatives spanning Customer Intelligence, Journey & Communication, and Engagement to elevate the VIP shopper experience.

You will translate NPS and sentiment data into roadmaps, partner with Personal Shopping to enhance clienteling, and set global CX standards while aligning CRM, Tech, Marketing and Ops.

Qualifications

• Experience leading CX or ops in luxury fashion, ecommerce or hospitality.
• Able to bridge high-level strategy with deep-dive operational problem-solving.
• Tracks CX metrics (NPS, CSAT) and links to revenue KPIs (AOV, retention, CAC, margin).
• Proficient with modern CX platforms, CRM/BI tools, and AI-driven insights.

Responsibilities

• Drive brand-wide CX across Customer Intelligence, Journey & Communication, and Engagement.
• Translate NPS, sentiment data and focus groups into tech, product, and ops roadmaps.
• Partner with Personal Shopping to boost VIP retention, clienteling, and luxury services.
• Set global CX standards across touchpoints, optimise digital UX, and design delay protocols.
• Align CRM, Tech, Marketing and Ops using centralized analytics to reduce duplication.
• Streamline post-purchase flows and self-service options to protect margins.
• Build, mentor and scale a high-performing CX team using agile methodologies.

Skills

CX leadership

Operational excellence

Data analytics

MarTech familiarity

CRM/BI tools

English fluent

Additional languages

Tools

CRM systems

BI platforms

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