Global Head of Customer Experience (m/f/d)

Stellenbeschreibung:

For us „Let’s Go!“ is not just a slogan, it is an attitude. We love technology and we want to excite. We have fun and want to inspire. Our customers and our teams. That’s why we are looking for people who share this spirit. People who are passionate about creating the shopping experience of the future together with 50.000 colleagues across Europe.

Your tasks

Strategy and Journey

Define the global customer experience strategy and translate it into clear journey standards across all touchpoints
Take end-to-end responsibility for the customer journey and its performance, making sure journeys feel seamless across channels and working closely with the teams that deliver each component
Identify and prioritise the main customer pain points and the strengths that drive loyalty, using service design, journey mapping and co-creation
Bring the customer perspective into the development of new propositions and services before launch

Standards and Execution

Set global customer experience standards, principles and frameworks that define excellence at every step of the journey
Own consistent execution of standards across all channels and markets, with appropriate local adaptation
Design the governance model, including clear ownership, key performance indicators and decision rights
Drive the global customer experience programs and measurement and voice of the customer framework, including the Net Promoter Score Programme

Stakeholder Management and Accountability

Align senior leaders behind shared customer experience priorities, and build shared accountability through targeted metrics and a structured operating cadence
Build and lead an active community of local customer experience counterparts, driving adoption of global standards and structured best practice sharing

Impact and Insight

Build business cases for customer experience improvements and demonstrate their impact on loyalty, retention and revenue
Close the feedback loop so customer insights reach stores, frontline teams and decision makers, and embed customer experience principles and capability in frontline routines
Use data, artificial intelligence and automation, together with analytics teams, to identify the main drivers of customer experience

Leadership

Lead, coach and develop a team of experienced customer experience specialists

Your profile

Extensive background in customer experience, customer insight or journey management, including several years in leadership
A track record of building or transforming a customer experience function across multiple countries in omnichannel retail or high volume business to consumer environments
Proven design and rollout of customer experience standards, journey frameworks and governance, with consistent execution across markets and channels in a matrix organisation
Experience embedding customer experience practices and frontline capability in large retail organisations
End-to-end ownership of an enterprise Net Promoter Score and/or voice of the customer program
Customer experience business cases that secured investment and delivered measurable results
Senior executive stakeholder management, including leading cross-functional improvement programmes and international communities of practice
Strong service design and journey mapping skills, and ease working with data and artificial intelligence teams
University degree in a relevant field; Certified Customer Experience Professional certification is a plus
Full professional fluency in English and willingness to travel across our international markets

What's in it for you?

International teams & exciting tasks
30 days vacation & company pension plan
Employees discount & Fitness Collaborations
Training & leadership programs
Open corporate culture & Teamwork
Mobile work (50/50)

About Us

The global Customer Experience team shapes how customers experience MMS at every touchpoint and builds a customer experience function that sets the standard across our international markets for consistent execution.

This role takes end-to-end responsibility for the customer journey and embeds Moments of Trust into each customer interaction.

Our best solutions arise when diverse perspectives come together. Diversity is key to achieving our vision of becoming the Experience Champion in Consumer Electronics. We value diversity, promote equal opportunities, and foster inclusion – join our team!