Customer Experience (CX) Program Manager (mfd)
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Job Location:
Ingolstadt - Germany
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Your Tasks
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.
- 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
- Bachelors degree in Business Marketing Communications or a related field (Masters 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
Customer Experience & Intelligence at MediaMarktSaturn is a central team that measures and improves how customers perceive our brands and journeys across all channels and countries. The department runs NPS Mystery Shopping and Brand Health Tracking programs conducts consumer research and utilizes Service Design to map and improve customer journeys. Its insights and strategies help MMS become the Experience Champion by turning customer feedback into concrete improvements for stores online and services.
The best solutions come from bringing together diverse perspectives. Embracing diversity is key to achieving our vision of becoming theExperience Champion. We value inclusion foster equal opportunity and welcome you to be part of our team.
Youre skilled at managing multiple stakeholders passionate about customer insights and eager to shape great experiences Apply now!
Additional Benefits
Job Infos
Location:München Ingolstadt
MediaMarktSaturn Retail Group
Department:HQ - Customer Experience & Customer Care
Entrylevel:Professional Level
Type of Employement:Full Time
Working Hours:375
Persona:Job Requisition HQ Employee
Recruiter:Lea Theresa Ellerich
Recruiter:Lea Theresa Ellerich
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
