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

YOOX Net‑a‑Porter Group
Munich
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Mentorship","Executive alignment","Problem-solving","Data-driven decision making"]

Lead and scale brand-wide customer experience across customer intelligence, journey, communication, and engagement. Turn NPS, Trustpilot sentiment, focus groups, and test order feedback into roadmaps for tech, product, and operations. Drive VIP retention and luxury clienteling growth, establish global CX standards and digital UX, and streamline post-purchase and self-service to reduce support costs. Build and mentor a CX specialist team while aligning CRM, tech, marketing, and ops using centralized analytics.

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FursaFursa
YOOX Net‑a‑Porter Group
YOOX Net‑a‑Porter Group
6 days ago

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

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead and scale brand-wide customer experience across customer intelligence, journey, communication, and engagement. Turn NPS, Trustpilot sentiment, focus groups, and test order feedback into roadmaps for tech, product, and operations. Drive VIP retention and luxury clienteling growth, establish global CX standards and digital UX, and streamline post-purchase and self-service to reduce support costs. Build and mentor a CX specialist team while aligning CRM, tech, marketing, and ops using centralized analytics.
Location: Munich
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Drive brand-wide CX strategy across customer intelligence, customer journey and communication, and engagement.
  • •Translate NPS, sentiment platforms, focus groups, and test order insights into tech, product, and ops roadmaps.
  • •Partner with Personal Shopping to boost VIP retention, clienteling, and luxury extensions.
  • •Set global CX standards across touchpoints, optimize digital UX, and design delay protocols.
  • •Build, mentor, and scale a high-performing CX specialist team using agile methodologies while aligning CRM, tech, marketing, and ops via centralized analytics.
Travel: Low travel

Pay and Benefits

Equity and Bonus:Equity
Perks:Paid LeaveRemote WorkLearning BudgetStaff DiscountPensionGym MembershipTravel AllowanceEquity

Key Requirements

  • •Proven CX or operations leadership in luxury fashion, e-commerce, or hospitality with measurable LTV impact.
  • •Ability to connect C-suite CX strategy with hands-on operational problem-solving.
  • •Track CX metrics (NPS, CSAT) and link them to revenue KPIs such as AOV, retention, CAC, and margin.
  • •Strong execution with modern CX platforms, CRM/BI tools, and AI-driven insights.
  • •Fluency in English; German, Arabic, or Mandarin/Cantonese is a plus.
Experience:Luxury fashionE-commerceHospitality
Skills:LeadershipMentorshipExecutive alignmentProblem-solvingData-driven decision making
Languages:EnglishGermanArabicMandarin/Cantonese
Tech Stack:NPSCSATTrustpilotCRMBIAI

Company Brief

YOOX Net‑a‑Porter Group
YOOX Net‑a‑Porter Group (YNAP) operates global online luxury fashion retail platforms, combining marketplaces and direct retail for designer apparel, accessories and lifestyle products, serving customers worldwide with e‑commerce, logistics and digital marketing services.
Industry: E-commerce
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: London, United Kingdom
Founded: 2015
WebsiteLinkedIn