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

YOOX S.p.A.; Deutschland; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Mobile office

Language courses

Staff discount

Company pension scheme

Discounted travel card

Employee Share Purchase Plan

Mental health support

Social Day

Job summary

Mytheresa is seeking a Head of Customer Experience (f/m/d) to lead CX strategy and execution from our Munich office. You will shape the customer journey across intelligence, communication, and engagement, translating insights into technology and product roadmaps while partnering with VIP teams to enhance clienteling and retention.

The role requires proven CX or operations leadership in luxury fashion or e-commerce, strong data acumen, and fluency in English; German or other languages are a plus.

Qualifications

• Proven CX or Operations leadership in luxury fashion, e-commerce, or hospitality with strong LTV impact.
• Bridge high-level strategy with deep-dive operational problem-solving.
• Tracks CX metrics (NPS, CSAT) to revenue KPIs (AOV, Retention, CAC, Margin).
• Proficient with modern CX platforms, CRM/BI tools, and AI-driven insights.

Responsibilities

• Drive CX strategy across customer intelligence, journey, and engagement.
• Translate insights into tech/product/ops roadmaps.
• Partner with Personal Shopping to boost VIP retention and clienteling.
• Set global CX standards and optimize digital UX.
• Align CRM/Tech/Marketing/Ops using centralized analytics.
• Streamline post-purchase flows and self-service to reduce costs.
• Build and scale a high-performing CX team using agile methods.

Skills

CX leadership

Ops leadership

Luxury fashion

Data-driven

MarTech

CRM/BI tools

English fluency

German/Arabic/Mandarin beneficial

Tools

CRM

BI tools

AI-driven insights

Job description

## Head of Customer Experience (f/m/d) @MYTHERESAApply: Aschheim: Full time: Posted 2 Days Ago: R-17381Mytheresa 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.*