Head of Customer Experience (f/m/d) @MYTHERESA

In this role you will lead the global Customer Experience strategy for Mytheresa, driving CX across intelligence, journey, communication, and engagement. You will translate insights from NPS, sentiment data, and focus groups into actionable roadmaps for Tech, Product, and Ops. You will partner with Personal Shopping to grow VIP retention and luxury extensions, while standardising CX practices and enhancing UX. You will align cross-functional teams and scale a high-performing CX squad using agile methods. This is a chance to shape customer experience at a leading luxury platform and deliver measurable impact on revenue and margins.

• 32 days holiday
• mobile office
• pension scheme
• staff discount
• discounted memberships for sports platforms
• Employee Share Purchase Plan

• Define and scale CX strategy across channels and touchpoints
• Translate CX insights into product/engineering and operations roadmaps
• Drive VIP growth with Personal Shopping and luxury extensions
• Set global CX standards, optimise digital UX, and design delay protocols
• Align CRM, Tech, Marketing, and Ops through centralized analytics
• Streamline post-purchase flows and self-service to reduce costs and protect margins
• Build, mentor, and scale an agile CX team

• Proven CX or operations leadership in luxury fashion, e-commerce, or hospitality with strong LTV impact
• Ability to translate strategy into operational actions
• Data-driven with CX metrics linked to revenue KPIs
• Proficiency with modern CX platforms, CRM/BI tools, and AI-driven insights
• Fluent English; German/Arabic/Mandarin a plus

• leadership
• cross-functional collaboration
• strategic thinking
• MarTech platforms
• CRM/BI tools
• AI-driven insights platforms