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

LuxExperience; München; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Up to 32 days of holiday

Mobile office 20%

Language courses

Staff discount 30%

Company pension scheme

Discounted travel card

Employee Share Purchase Plan

Job summary

LuxExperience in Munich seeks a Head of Customer Experience to lead global CX strategy, scale operations, and align cross-functional teams across CRM, Tech, Marketing and Ops. You will translate CX metrics into revenue impact and partner with VIP clients to enhance clienteling and luxury services.

Build and scale a high-performing CX organization using agile methodologies in a hybrid work setting. The role focuses on premium experiences, customer retention, and long-term profitability.

Qualifications

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

Responsibilities

• CX Strategy & Scale: Drive brand-wide CX across Customer Intelligence, Customer Journey & Communication, and Engagement.
• Insights to Action: Translate NPS, sentiment platforms, 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.
• 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 duplication.
• Post-Purchase Efficiency: Streamline post-purchase flows and self-service options to reduce costs and protect margins.
• Team Leadership: Build, mentor, and scale a high-performing CX specialist team using agile methodologies.

Skills

CX leadership

Luxury e-commerce

Strategy & governance

Data-driven

MarTech proficiency

English proficient

Tools

CRM/BI tools

AI 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