Customer Experience Manager — Germany Market Expansion

🏢 ABOUT THE COMPANY

Amtrak, the iconic American passenger railroad, has been connecting the country since 1971. With a mission to deliver a superior travel experience, we've grown to become one of the largest transportation companies in the United States. As a leading player in the rail industry, we operate over 300 trains daily, carrying more than 31 million customers annually. At Amtrak, we're passionate about innovation, sustainability, and customer satisfaction. We're a great place to work, offering a dynamic culture that values diversity, equity, and inclusion.

🎯 ROLE OVERVIEW

As our new Customer Experience Manager, you'll play a key role in driving business growth in the Germany market. Reporting directly to our Director of International Business Development, you'll work closely with cross-functional teams to analyze market trends, identify opportunities, and develop strategic customer experience initiatives. Your expertise will help us better understand the needs of German consumers, informing our product development, marketing strategies, and customer service approaches. You'll be the primary point of contact for stakeholders in the Germany market, fostering strong relationships with key partners. Your work will directly impact our market share and revenue growth in this key region.

📋 KEY RESPONSIBILITIES

Develop and execute market research studies to identify customer needs and preferences in the Germany market.

Collaborate with product development teams to design and launch customer-centric products and services tailored to the Germany market.

Analyze market trends, competitor activity, and customer feedback to inform marketing strategies and customer experience initiatives.

Conduct market needs assessments to identify opportunities for growth and develop corresponding business cases.

Serve as the primary point of contact for stakeholders in the Germany market, building and maintaining strong relationships with key partners.

Develop and manage budgets for marketing initiatives and customer experience projects.

✅ REQUIRED QUALIFICATIONS

5+ years of experience in market research, customer experience, or a related field.

Bachelor's degree in Marketing, Business Administration, or a related field.

Proven track record of success in market research, product development, and customer experience initiatives.

Excellent analytical and problem-solving skills, with the ability to communicate complex ideas to non-technical stakeholders.

Fluency in both German and English languages.

⭐ PREFERRED QUALIFICATIONS

Masters degree in Business Administration or a related field.

Experience working with international markets, with a focus on the European region.

Familiarity with data analysis tools, such as Tableau or Power BI.

Proficiency in project management methodologies, such as Agile or Scrum.

💰 WHAT WE OFFER

We're offering a competitive salary range of €55,000 to €75,000 per year, depending on experience.

You'll receive comprehensive health insurance, including medical, dental, and vision coverage.

Our 401(k) retirement plan allows you to save for your future, with a generous company match.

Enjoy 20 paid vacation days per year, plus additional time off during holidays and company-wide breaks.

You'll have access to a €1,000 annual learning and development budget, to support your professional growth.

Our remote work policy allows you to work from home, or anywhere in Germany, with a reliable internet connection.

👥 ABOUT THE TEAM

You'll be joining a dynamic team of experienced professionals, passionate about delivering exceptional customer experiences. Our team is collaborative, supportive, and always eager to learn from each other. We've recently launched several successful projects, including our revamped customer loyalty program and streamlined ticketing process. As a Customer Experience Manager, you'll play a key role in shaping our future initiatives and driving business growth in the Germany market.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume, a cover letter outlining your experience and qualifications, and a brief explanation of why you're the ideal candidate for this role. We look forward to reviewing your application.

📋 Job Details

📨 How to Apply

Submit your updated CV and a brief cover letter to Amtrak. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.