Customer Experience Manager

About the role

This role is based in Germany and sits at the core of a fast‑scaling digital marketplace serving millions of users worldwide. You will lead the improvement of the end‑to‑end customer experience by turning feedback and operational data into actionable enhancements.

Key responsibilities

• Own and continuously improve the customer experience quality framework across support interactions.
• Analyze feedback, support tickets and operational data to identify recurring issues and root causes.
• Monitor, report and act on CX metrics such as CSAT, CES, NPS, FCR and ticket trends.
• Build and maintain dashboards that provide clear visibility into CX performance.
• Map the full customer journey, pinpoint friction points and recommend improvements.
• Collaborate with Product, Operations and Training teams to translate insights into process, product and policy changes.
• Drive continuous improvement initiatives focused on support quality and operational efficiency.
• Convert insights into training materials, coaching programs and process enhancements for support teams.

Required profile

• Minimum 2 years of experience in Customer Experience Operations, Customer Insights or Support Operations.
• Hands‑on experience managing quality‑assurance programmes.
• Strong analytical and problem‑solving abilities with a focus on root‑cause analysis.
• Proven ability to work cross‑functionally with Product, Operations and Training teams.
• Experience improving end‑to‑end customer journeys through structured feedback and data analysis.

Required skills

• Maestro QA (or similar quality‑assurance tools)
• SQL for data analysis
• Dashboarding tools such as Tableau, Looker, Power BI or Metabase
• AI tools for workflow optimisation