Your Tasks

• Program Ownership: Drive the planning, execution, and tracking of Customer Experience initiatives across multiple departments
• From Insights to Actions: Work closely with business analysts to turn feedback and metrics into actionable insights. Partner with countries and central functions to ensure effective measures are derived for swift resolution and long-term improvements of customer pain points
• Customer Centricity: Apply end-to-end Customer Journey Mapping to reflect customer needs and break internal silos in the development of CX measures
• Action Tracking and Reporting: Maintain visibility on all CX-related topics, ensuring ownership, deadlines, and progress updates are clear
• Anchoring CX in core decisions: Act as the voice of the customer internally, ensuring budget planning, (tech) demand management and vendor decisions are grounded in customer impact
• CX Best-in-class: Must be familiar with best practice developments in the retail sector to improve customer experience and proactively bring them into the organization

Your Profile

• Bachelor’s degree in Business, Marketing, Communications, or a related field (Master’s degree preferred)
• 10+ years in customer experience, program/project management, or cross-functional coordination roles / matrix organizations
• Strong project management and organizational skills
• Excellent communication and stakeholder management abilities
• Analytical mindset with the ability to interpret data and drive insights
• Ability to manage multiple initiatives simultaneously in a fast-paced environment
• Proficiency in CX and/or project tools is a plus (e.g. TheyDo, Jira, MS Projects or similar)
• English required; German is a strong advantage
• Highly proactive and detail oriented
• Natural collaborator (m/f/d) who builds trust and alignment
• Passionate about delivering exceptional customer experiences

About Us

The CX Program Manager (m/f/d) is responsible for owning and driving cross-functional initiatives that enhance the overall customer experience. This role acts as the central point of contact between the central CX team, country organizations and other central functional areas (such as Digital Experience, Services & Solutions, Supply Chain Management, Marketing, and Product), ensuring that customer insights translate into tangible improvements. Ideally be a proactive problem-solver (m/f/d) who thrives in connecting teams, managing priorities, and ensuring that customer-centric initiatives are executed effectively and on time.

The best solutions come from bringing together diverse perspectives. Embracing diversity is key to achieving our vision of becoming the Experience Champion. We value inclusion, foster equal opportunity, and welcome you to be part of our team.