Customer Experience Manager (m/f/d)

Your duties Development and implementation of a holistic omnichannel CX strategy along all relevant touchpoints - from showroom to print to digital experiences and after-sales Staging exclusive brand rooms through visual merchandising, employee training as well as the design and implementation of VIP events and private views Control and quality assurance of high-quality printed products such as catalogs, lookbooks and POS materials with high standards of design, effect and haptics Optimization of the digital customer journey, especially in the areas of website and shop UX, personalization, content, email automation and social touchpoints Construction and further development of CRM routes, customer retention measures and premium after-sales experiences Monitoring relevant KPIs, deriving data-based measures and designing and performing tests, for example A/B tests Close cooperation with marketing, e-commerce, retail, product management, customer service and external partners Control of CX budgets and project-related resources You create a customer experience that carries a clear manuscript across all channels - yours. You develop and orchestrate a holistic Omnichannel CX strategy - from the first visual impulse to the long-term customer loyalty You will stage brand rooms that inspire: showrooms, visual merchandising, exclusive events, private views You are responsible for the encouragement of high-quality print products - with a fine feel for haptics, visual language and composition You form the digital customer journey: UX, content, personalization and communication seamlessly interlock You do not think CRM as a tool, but as a relationship - and develop individual, high-quality after-sales experiences You analyze, question and optimize: KPIs, tests and data-based decisions are of course part of this for you You combine teams, perspectives and ideas - and always keep the big picture

Your profile You combine strategic clarity with creative feeling. You bring multi-year experience in the field of customer experience, consumer journey, customer satisfaction, creative direction, performance management, brand experience - ideally in the furniture/design/luxury environment You have already created brand worlds - physically and digitally - and know what excellence means in detail You think channel-crossing and feel at home in omnichannel structures You combine aesthetics with effect and creativity with measurable success You have a pronounced feel for people, communication and branding You are digitally versed - from UX to CRM to marketing automation; have ideal experience with personalization or recommendation systems You are AI-affin and open to new ways to make customer experiences smarter and more personal You work structured, analytically and at the same time with a high demand for style and quality

Your advantages An exceptionally inspiring product and a brand with clear stance Plenty of space for design, responsibility and creative excellence A small, experienced team with high passion for design and quality Flexible working models and modern working conditions an indefinite contract with 30 days leave (when full time) further operational and social services (including bike leasing, Hansefit, mobile work) personal and professional development modern and stylish office spaces Personal conditions on our products and free parking, fresh fruits, snacks, water and coffee. .