Senior Process Manager / Customer Experience Manager (m/f/d)

Analysis, design and optimization of end-to-end processes along the entire customer journey from customer and business perspective Systematic identification of process gaps and Pain Points as well as derivation and implementation of appropriate improvement measures Management and control of cross-departmental optimization and digitization projects in close coordination with the departments Building, developing and securing a consistent customer experience across all touchpoints Implementation of customer-journey analyses and evaluation of “Voice of Customer” data including deriving priority measures Close cross-functional cooperation with sales, logistics, purchasing, product management, e-business and IT as well as other relevant interfaces Defining, establishing and ongoing monitoring of relevant KPIs (e.g. transit times, reaction times, error rates) for controlling process performance Ensuring and further developing a standardized process management approach across the company (methods, standards) Close cooperation and direct reporting line to the management Control and prioritization of the process portfolio in coordination with management and departments

Complete university studies ideally in process and project management Multiannual professional experience in process management, customer experience management or in transformation projects Deep understanding of customer journeys in B2B trade and technical trade Embossed process understanding and experience in the analysis, design and optimization of end-to-end processes Structured, analytical and solution-oriented operation with high conversion strength Safe handling of relevant methods and tools of process and CX management (e.g. process modeling, customer journey mapping, KPI tracking) High customer orientation, entrepreneurial thinking and understanding of business relationships in the trade environment

A versatile and varied activity with great design space and international projects It expects an indefinite work contract and a corporate culture with flat hierarchies, characterized by trust, appreciation and a hand-on mentality Our in-house academy with a wide range of trainings and mentor programs as well as intensive training In addition, we offer you: Mobile Office Occupational pension E-Gym, Job Wheel, Mobile Massage Free parking Business restaurant with food grant Coffee, tea and water and fresh fruit Corporate Benefits Company car with private use