Senior Experience Manager – all genders welcome!

Do you want to help shape the future of golf? Then join our team! Together with over 85 passionate employees, we are determined to revolutionize the golf industry. We are looking for a motivated Senior Experience Manager (m/f/d) as soon as possible, ready to become part of our company in a dynamic and innovative environment. In this role, you will shape the entire brand experience around our products across all touchpoints, from the website to unboxing to product presentation in retail. You will establish modern tools and AI-supported processes and continuously develop the experience independently, data-driven, and with a genuine desire to create. Ready to embrace your Vice?

Omnichannel Experience

• Optimization of the B2B client experience along the entire order process

• Ensuring a consistent experience across all relevant touchpoints in collaboration with specialist departments

Experience Design & Trade Marketing

• Further development of the unboxing experience: packaging, inserts, package contents

• Collaboration with CRM on promotional flyers, campaigns, and regional campaigns within the package

• Co-designing the product presentation in retail (displays, POS experience)

Insights & Continuous Optimization

• After product launches: analysis of top customer inquiries and derivation of concrete measures in collaboration with UI/UX and the website team (e.g., FAQ content directly on the product page)

• Systematic feeding back of customer feedback from calls and tickets to the product team

• Setup of CX reporting: Customer Satisfaction (CSAT/NPS), Response Times, First Contact Resolution, Conversion from support contacts

Cross-functional Interfaces

• Close collaboration with Marketing, CRM, UI/UX, Product, and Sales – with clear boundaries, but without silo thinking

• You orchestrate, rather than manage: impulses from the experience land where they create impact

• Several years of professional experience (5+ years) in experience, brand, or e-commerce/DTC-related roles, ideally in a consumer brand environment

• Strong conceptual and strategic thinking – paired with a hands-on mentality

• High affinity for modern tools: CRM systems, ticketing platforms, AI solutions in customer service

• Strong analytical skills and experience with CX KPIs and reporting

• Excellent communication skills and stakeholder management across departmental boundaries

• Independent, proactive way of working with a high standard of quality

• Very good written and spoken German and English skills

• Enthusiasm for golf is a plus, but not a must

• We promote diversity and innovation – Our colorful team consists of people from diverse backgrounds and with different perspectives, all united by a fresh, bold idea.

• Take responsibility from day one – Everyone here plays an important role in driving Vice Golf forward and bringing us a step closer to our vision.

• Adapt your working hours to your life – Stay flexible with our individual working hours and home office options.

• Grow with us – Your personal development is important to us, which is why you can expect regular performance feedback as well as an annual development budget.

• Break out of the routine - You have the opportunity to work remotely from EU countries of your choice for a total of two weeks per year.

• Stay active – Your well-being is important to us, which is why we subsidize EGYM Wellpass, so you can train for only €30 per month.

• Guad‘n! – Our Foodji provides you with a varied selection of fresh meals and snacks in the office.

• We take care of your (distant) future – Even if retirement seems far off, we offer you an optional company pension plan.

• Work hard play hard – perfect your golf game and refine your swing on the golf simulator and putting green in our office.

• Open Bar – enjoy after-work drinks on our rooftop terrace with the best view of the Alps.

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