Customer Experience Manager (f/m/d)

To support our Customer Experience team we are searching for a Customer Experience Manager (f/m/d) to be based in our Munich office.

What You Will Do

• Support the development, maintenance, and optimization of Mytheresa’s global transactional communication ecosystem, ensuring all touchpoints reflect our luxury tone, emotional intelligence, and premium customer experience standards
• Assist with benchmarking and competitor checks, contributing to customer journey mapping and identifying opportunities to elevate our communication flows.
• Monitor and track technical issues within communication journeys, coordinating follow-ups with PMs, POs, and UX/UI teams, and ensuring seamless customer-facing experience
• Serve as a point of contact for Operations and Warehouse teams, regularly gathering insights, supporting on-site visits, and aligning operational needs with communication improvements
• Maintain and update CMS-managed content, coordinating reviews and ensuring accuracy, clarity, and consistency across regions and carriers
• Support regional Transactional Communication projects, including carrier communication updates and implementation of journey adaptations for key markets
• Contribute to unboxing and packaging-related CX projects, assisting with supplier coordination, documentation, and execution to enhance the Mytheresa unboxing experience
• Consolidate insights from analytics, sentiment, and cross-functional inputs to help identify pain points and support continuous improvement of customer journeys
• Work closely with Brand Marketing, Customer Care, Operations, and Digital Product teams to ensure consistent, premium messaging across all transactional touchpoints

Who You Are

• You bring initial experience in luxury, fashion, lifestyle, or e-commerce environments, with a strong appreciation for elevated service standards and premium customer communication
• You are detail-oriented, structured, and comfortable supporting multiple ongoing projects while coordinating with cross-functional teams
• You have a strong sensitivity for tone of voice and brand aesthetics, and you enjoy crafting customer communications that are clear, empathetic, and aligned with a luxury experience
• You work proactively, are curious about customer journeys and digital tools, and enjoy diving into details to resolve inconsistencies or operational challenges
• Fluent in English; German, Arabic, or Chinese language skills are a plus
• You thrive in a fast-paced international environment and are excited to grow within the customer experience function at Mytheresa

What We Offer

• Up to 32 days of holiday, depending on the length of service, starting with 28 days
• Mobile office with up to 20% of your total contracted hours (job and position permitting)
• 10 days/year of mobile office abroad in EU-countries (job and position permitting)
• Language & e-learning courses
• Staff discount of up to 30%
• Company pension scheme
• Discounted membership for selected sports platforms & gyms
• Discounted travel card
• Access to LinkedIn Learning
• Individual support on mental health & well-being (e.g. compatibility work and family life)
• Social Day
• Employee Share Purchase Plan