Netformic
3 days ago
Director Customer Experience (CX) (m/f/d)
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Company information
- Company
- Netformic
- Location
- Office Stuttgart Germany
- Posted
- 3 days ago
Job description
Your Responsibilities
Strategic Alignment: You will further develop the customer experience of our customers and the customers of our customers, and embed consistent customer centricity in all areas of the respective digital business model.
Customer Journey Optimization: You will analyze, optimize, and design the entire customer journey across all digital touchpoints – from the initial advertisement through the online shop to after-sales support.
Team Leadership: You will lead and inspire our CX team and foster close, agile collaboration with the teams from Digital Marketing, Product, UX/UI, Performance, and IT.
Data & Analytics: You will establish relevant CX key figures (e.g., NPS, CSAT, retention and conversion rates), derive data-based insights, and can derive data-based interpretations and recommendations for action in order to sustainably advise our customers at a strategic level.
Innovation in E-Commerce: You will identify digital trends, new technologies (such as AI-powered personalization or chatbots), and best practices to continuously revolutionize the customer experience.
Your Profile
Education: Successfully completed studies in Business Administration, Business Informatics, Digital Marketing, or a comparable qualification.
Work Experience: Several years of in-depth experience in e-commerce, digital marketing, or customer success – ideally already in a leadership role.
Methodological Competence: In-depth understanding of digital customer journeys, web analytics, Design Thinking, and common CX tools.
Leadership Strength: Empathetic leadership personality with the ability to motivate teams and successfully guide data-driven change processes.
Communication: Excellent communication and presentation skills in German and English, combined with a strong hands-on mentality.
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Required skills
- english
- communication
- german
- it
- leadership
- customer experience
- team leadership
- ai
- agile
- digital marketing
- artificial intelligence
- data analytics
- best practices
- presentation skills
- e-commerce
- business administration
- performance
- product
- personalization
- retention rate
- after-sales support
- cx
- ux/ui
- nps
- customer journey
- business informatics
- insights
- conversion rate
- hands-on mentality
- design thinking
- web analytics
- csat
- chatbots
- customer centricity
- digital trends
- digital touchpoints
- digital business model
- cx tools
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