Head of Customer Experience (m/w/d)
Core
Building a new end-to-end responsibility for the post-purchase customer journey, unifying knowledge from service, marketing, logistics, and retail to drive retention and lifetime value.
Role type
Senior leadership, building a new function (Head of Customer Experience) (via careerplan.io/jobs/2801862-head-of-customer-experience-mwd-at-purelei-gmbh)
Builds
A unified Customer Journey & Lifecycle Management system and team
Domain
D2C E-commerce / Retail
Required skills
Customer Lifecycle Management, Retention strategy, NPS/Voice of Customer management, Service Operations leadership, AI/Chatbot automation, Data analytics, Stakeholder management, Team building
Preferred skills
International rollout experience, BPO management, Data modeling (BigQuery), LLM usage, Jewelry/Lifestyle industry experience, Omnichannel experience
Technologies
Intercom, Shopify, AI Agents, Chatbots, BigQuery
Responsibilities
Define customer lifecycle phases and intervention triggers; Own the post-purchase journey across all touchpoints; Lead the internal customer service team and manage external BPO partners; Drive automation and self-service initiatives; Analyze KPIs (Retention, CLV, NPS) to prioritize initiatives; Scale service standards across DACH/EU markets.
Seniority
Senior, hands-on IC with leadership responsibilities