Senior Manager Design & Processes (f/m/x)

COMPANY DESCRIPTION

About the DOUGLAS Group

The DOUGLAS Group, with its commercial brands DOUGLAS, NOCIBÉ, Parfumdreams and Niche Beauty, is the number one omnichannel premium beauty destination in Europe. The DOUGLAS Group is inspiring customers to live their own kind of beauty by offering a unique assortment online and in around 1,900 stores. With unparalleled size and access to customers, the DOUGLAS Group is the partner of choice for brands and offers a premium range of selective and exclusive brands as well as own corporate brands. The assortment includes fragrances, color cosmetics, skin care, hair care, accessories as well as beauty services. Strengthening its successful omnichannel positioning while consistently developing superior customer experience is at the heart of the DOUGLAS Group strategy “Let it Bloom”. The winning business model is underpinned by the Group’s omnichannel proposition, leading brands, and data capabilities. In the financial year 2023/24, the DOUGLAS Group generated sales of 4.45 billion euros and employed around 19,200 people across Europe. It was named the World’s Top Company for Women in 2025 among all retail and wholesale companies by Forbes. The DOUGLAS Group (Douglas AG) is listed at the Frankfurt Stock Exchange.

For further information please visit the DOUGLAS Group Website .

TASKS WITH IMPACT

Context & Mission

The Senior Manager Design & Processes is a Group HQ role responsible for defining and driving the strategic omnichannel vision of customer service and customer excellence across Europe—anchored in our “Customer First ” ambition and creating moments of beauty throughout the customer journey.

Responsibilities

• The role bridges Group strategy and market execution via our CX Zone model (there will be 6–7 CX Zones across Europe).
• Each zone has a dedicated point of contact —typically the CX Lead or Process Manager of the zone—who partners with you to operationalize group standards in 22 countries and 24 languages .
• Strategic Omnichannel Vision: Design and implement the group-wide service & customer excellence framework (incl. “Customer Case Handling”), translating strategy into scalable, repeatable solutions.
• End-to-End Process Ownership: Oversee E2E service processes at group level; proactively resolve issues to safeguard customer satisfaction and budget adherence.
• Customer Experience Leadership: Lead CX initiatives within change programs to embed a customer-first culture.
• Continuous Improvement: Drive standardization, digitalization, and automation; implement processes and technologies for ongoing quality enhancement.
• Customer Journey Optimization: Use insights and feedback to identify, prioritize, and realize improvements across journeys and touchpoints.
• CX Zone Collaboration: Partner closely with CX Leads/Process Managers in each zone to align strategy and enable local adoption at pace.
• Cross-Functional Alignment: Serve as central interface to IT and other functions; ensure cluster and market alignment.
• Data-Driven Excellence: Secure data quality and transparency to enable sound decisions and sustainable cost efficiency.
• Stakeholder Engagement: Build trusted relationships with internal/external stakeholders; resolve challenges collaboratively.

YOUR SKILLSET

• Degree (Master’s preferred) in Business Administration, Business Informatics , or similar.
• 7+ years of relevant experience in a leadership role, ideally in international retail/e-commerce or consumer-facing services.
• Proven strength in program/project management, strategy, and process optimization ; highly analytical with strong market awareness.
• Excellent communication and influencing skills; able to drive change across teams, markets, and functions.
• Proficient in MS Office and modern collaboration/project tools.
• Fluency in German and English (written and spoken).

YOUR BENEFITS

Your personal development: we want you to grow with us. Become part of our mentoring program, use our e-learning platforms and benefit from many other individual development opportunities.

️ Open feedback culture: half-yearly meetings & performance reviews (#DOUGLASDialogue)

30 days of vacation per year

Would you like a hybrid working model? We offer a balance between mobile working and office days in a collaborative environment. (approx. 8 days/month)

Cherry on top: You get our employee discount both online and in-store. On top of that, you get further discount opportunities thanks to our corporate benefits.

In-house canteen & bistro, as well as free drinks

A positive and motivating environment & celebrating successes at regular company events such as DOClub, summer party, Women\'s Day, etc

DO YOU RECOGNIZE YOURSELF?

Then become part of our international company and apply, stating your salary expectations and possible starting date.

As an international employer, we stand for equal opportunities and diversity. We therefore welcome applications from mothers, fathers, people with disabilities and people from the LGBTQIA+ community. Please let us know if, for example, we should use a gender-neutral pronoun, if you need barrier-free access to our offices or if we should allow more time for the application process.

We look forward to hearing from you!

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