Customer Engagement Specialist(m/f/d)

Autodoc; Szczecin; Sur place; PLN 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

26 vacation days

Birthday day off

Cafeteria benefits

Mental wellbeing program

Corporate discount

Language courses

Career development

Résumé du poste

AUTODOC is a fast-growing, Europe-wide online automotive platform headquartered in Berlin. We seek a professional to lead global end-to-end management of NPS and CES, translating customer feedback into actionable requirements for cross-functional teams.

Join a multilingual, tech-driven company with 5,500+ professionals across 27 European countries, offering development opportunities, language courses, and a comprehensive benefits package.

Qualifications

• 2+ years of experience in Project Management, CX, or Customer Insights.
• Advanced proficiency in Microsoft Office / Google Workspace and familiarity with AI productivity tools.
• Experience with CX/NPS platforms (e.g., Qualtrics) and BI tools (Power BI, Tableau).
• Strong analytical mindset and cross-functional collaboration and communication.

Responsabilités

• Drive end-to-end management and analysis of NPS and CES.
• Identify bugs and friction points by analyzing low scores.
• Capture insights from detractors and promoters via surveys and calls.
• Analyze customer histories to uncover systemic issues and quantify impact on NPS.
• Escalate trends with actionable recommendations to leadership.

Connaissances

CX Experience

Project Management

Customer Insights

Analytical mindset

Cross-functional collaboration

Communication skills

Outils

Excel/Sheets

BI Tools

Qualtrics

AI productivity tools

Claude

Grok

ChatGPT

Description du poste

Engineered in Berlin. Driving the Future of Europe.
At AUTODOC, we are proud to be a homegrown European success story. Founded in Berlin in 2008 and still headquartered in the heart of the continent today, we have evolved from a local specialist into Europe’s leading online platform for the automotive aftermarket.
Our strength lies in our unique identity: we are a digital-first, e-commerce powerhouse with strong German roots and an expansive reach across 27 European countries. This continental focus allows us to blend our heritage with high-tech innovation, staying agile and closely connected to the markets we serve.
Today, our team of more than 5,500 professionals from over 50 different countries is redefining mobility through cutting-edge technology. Bring your talent and expertise to a company that is building a sustainable, tech-driven future for drivers everywhere.
24/7 hotline and online sessions
Come join us and impact the future of AUTODOC!

Job Description

• Drive global end-to-end management, tracking, and strategic analysis of NPS (Net Promoter Score) and CES (Customer Effort Score).
• Identify underlying technical bugs and procedural friction points by systematically analyzing low customer scores.
• Capture qualitative insights from detractors and promoters through voice surveys, follow-up calls, and multi-channel feedback mechanisms.
• Analyze customer contact histories and Call Center (CC) verifications to uncover systemic issues driving detractor sentiment and quantify their impact on NPS.
• Escalate emerging positive and negative customer trends to leadership with actionable recommendations for operational improvement.

Qualifications

• Experience: 2+ years of experience in Project Management, Customer Experience (CX), or Customer Insights roles.
• Hard Skills: Advanced proficiency in Microsoft Office / Google Workspace, hands-on experience with modern AI productivity tools (e.g., Claude, Grok, ChatGPT), and familiarity with CX/NPS platforms (e.g., Qualtrics or similar), basic-to-intermediate skill in Excel/Google Sheets (pivot tables, standard formulas) or BI tools (Power BI, Tableau) to visualize survey trends.
• Soft Skills: Strong analytical mindset, high emotional intelligence (empathy), proactive ownership, exceptional cross-functional collaboration, and communication skills, ability to translate raw customer feedback into clear, actionable requirements.

Additional Information

• Competitive salaries based on your professional experience
• Fast growing international company with stable employment
• Annual vacation of 26 working days and 1 additional day off on your birthday
• A cafeteria benefits system that lets you choose from options such as life insurance, private medical care, a sports card, cinema tickets, and more
• Mental Wellbeing Program - the opportunity for free psychological counseling for you and your family members 24/7 hotline and online sessions
• AUTODOC Corporate Discount (up to 500 Euros per annualy) to order parts for their own use at special discounted rate
• Retail discounts of up to 75% on travel, technology, fashion and much more
• Opportunities for advancement, further trainings (over 650 courses on soft and hard skills on our e-learning platform) and coaching
• Free English and German language classes

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