(Junior) Customer Experience Manager (f/m/d)

(Junior) Customer Experience Manager (f/m/d)

Join to apply for the (Junior) Customer Experience Manager (f/m/d) role at Mytheresa.

To support our Customer Experience team we are searching for a (Junior) 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.

Seniority level

Entry level

Employment type

Full‑time

Job function

Other

Industries

Retail Luxury Goods and Jewelry

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