Director Digital CX Intelligence (m/f/d)

• Full-time
• Department: Digital & E-Commerce

Company Description

We are REPA Deutschland GmbH , part of the REPA Group - Europe's leading distributor of spare parts for the catering industry, commercial kitchens, refrigeration technology and more. With over 95,000 items from more than 2,000 manufacturers, we offer the largest range on the market. Our 6 warehouses in Europe, 9 locations and over 1,000 employees guarantee fast and reliable service. Our affiliation with Parts Town, the American market leader in high-tech spare parts distribution, gives us even more power. Together we ensure that everything runs smoothly - whether it's a coffee machine, refrigerator or combi-steamer.

Work location: Bergkirchen | From the end of 2027: Unterschleißheim

In this role you lead REPA’s Digital Customer Experience Intelligence capability, providing the insights, data, customer understanding and analytical frameworks required to continuously improve customer experience, conversion, growth and operational efficiency across the entire Find It, Get It and Fix It journey.

The role serves as REPA’s center of excellence for customer intelligence, digital analytics, UX research and conversion optimization. It is responsible for transforming customer behavior, digital interactions, transactional data and operational signals into actionable recommendations that support REPA’s digital growth strategy, customer experience roadmap and commercial objectives.

As the organization’s leading expert in customer behavior and digital performance, this role ensures that strategic and operational decisions are grounded in evidence, customer needs and measurable business impact. The Director Digital CX Intelligence creates transparency across customer journeys, identifies opportunities for improvement and enables data-driven prioritization of investments across digital channels and platforms.

Job Description

Build a holistic understanding of customer behavior across digital touchpoints

Identify friction points, customer needs, behavioral patterns and experience gaps

Develop customer segmentation, journey analytics and intent-based insights

Establish customer journey measurement and experience KPIs

Translate insights into prioritized business recommendations

Conversion & Performance Optimization

Lead conversion optimization and experimentation initiatives

Identify opportunities to improve conversion, search performance and engagement

Quantify sales leakage, abandonment and journey inefficiencies

Measure business impact of digital initiatives and platform enhancements

Support prioritization based on customer and commercial value

Customer Data & Analytics

Develop customer intelligence capabilities across web, commerce, service and support channels

Define KPIs, reporting standards and analytical frameworks

Partner with Data and Technology teams to leverage customer and transactional data

Deliver dashboards and executive reporting to support decision making

Lead UX research, usability testing and customer feedback programs

Generate insights that inform design and platform improvements

Partner with UX/UI teams to improve usability and customer satisfaction

Validate concepts, features and journey improvements before implementation

Ensure customer needs remain central to digital experience decisions

Governance & Collaboration

Establish common customer experience metrics and reporting standards

Create transparency on customer experience performance across REPA

Partner with Digital CX Strategy, Customer Operations and eCommerce Platform teams

Collaborate with Marketing, Customer Service, Sales, Business Units and Technology teams

Act as a trusted advisor on customer behavior, digital performance and optimization

Qualifications

Required Experience

Leadership experience in Digital Analytics, Customer Insights, eCommerce Analytics or Digital Customer Experience

Expertise in customer journey analytics, behavioral analysis and UX research

Strong background in web analytics, conversion optimization and performance measurement

Experience developing KPI frameworks, dashboards and executive reporting

Ability to translate complex data into actionable business recommendations

Proven stakeholder management and influencing skills

Experience working across multiple countries and business units

Preferred Technology Landscape

Experience with modern digital analytics, customer experience, and business intelligence ecosystems, including tools such as Google Analytics, Adobe Analytics, Power BI, Looker Studio, Tableau, Contentsquare, Hotjar, and UserTesting . Familiarity with CRM and Customer Data Platforms (CDPs) , Voice of Customer solutions , A/B testing and experimentation platforms , UX/UI design tools , as well as AI-powered analytics and insight generation solutions is highly desirable.

Additional Information

In addition to a secure job in an internationally successful, fast-growing and family-friendly group of companies, you can also expect:

• Attractive remuneration package including Christmas and vacation pay
• 30 days vacation
• Hybrid working model with flexible working hours and flexitime account in a 40-hour week
• Company pension scheme
• Canteen with subsidized lunch
• Individual training and development opportunities
• Casual dress code
• Regular employee events
• Job ticket
• Free employee parking spaces
• All the traditional benefits like health insurance, paid time away while you re-energize – don’t worry, we’ve got you covered

REPA welcomes diversity and is an equal opportunities employer. All qualified applicants are considered regardless of race, religion, skin color, national origin, gender, age, sexual orientation, gender identity or disability.

Do you have questions? We will be happy to answer them! Please send an e-mail to Nadine :

Have we sparked your interest?
Then apply today! We look forward to receiving your online application.

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