Global Customer Experience Manager — Digital Transformation

🏢 ABOUT THE COMPANY

T-Mobile is a leading telecommunications company in Germany, founded in 1994 with a mission to provide innovative mobile solutions to customers. With over 2 million subscribers, we pride ourselves on our customer-centric approach, commitment to quality, and dedication to making a positive impact on the environment. As a result of our hard work and dedication, we have been recognized as one of the best places to work in Germany, with a strong culture that values diversity, inclusion, and employee well-being.

🎯 ROLE OVERVIEW

As a Global Customer Experience Manager, you will play a pivotal role in driving digital transformation across our organization. Reporting to the Head of Customer Experience, you will be responsible for designing and implementing customer-centric strategies that enhance our customers' overall experience. This is a remote position, offering you the flexibility to work from anywhere in Germany and collaborate with our global teams.

📋 KEY RESPONSIBILITIES

Develop and implement customer experience strategies that drive business growth and customer satisfaction across all touchpoints, including digital channels, customer service, and sales.

Lead cross-functional teams to design and launch customer-centric initiatives, such as loyalty programs, customer feedback mechanisms, and personalized marketing campaigns.

Collaborate with stakeholders to identify customer pain points and areas for improvement, and develop data-driven solutions to address them.

Analyze customer feedback and sentiment data to inform business decisions and optimize customer experience.

Design and implement customer journey mapping and persona development to ensure a cohesive customer experience across all touchpoints.

Develop and maintain key performance indicators (KPIs) to measure customer experience and track progress towards business objectives.

Collaborate with IT teams to integrate customer experience data and insights into our decision-making processes.

Develop and implement training programs for customer-facing employees to enhance their skills and knowledge in customer experience.

✅ REQUIRED QUALIFICATIONS

Minimum of 8 years of experience in customer experience, customer service, or a related field, with a proven track record of driving customer-centric initiatives.

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

Proven experience in data analysis, customer journey mapping, and customer feedback analysis.

Ability to think strategically and design solutions that drive business growth.

Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.

Fluent German language skills, both written and spoken.

⭐ PREFERRED QUALIFICATIONS

Master's degree in Business Administration or a related field.

Experience in leading cross-functional teams and driving organizational change.

Certification in customer experience or a related field.

Experience in working with customer experience tools and technologies, such as CRM and customer feedback software.

💰 WHAT WE OFFER

Salary range: €55,000 - €75,000 per year.

Health insurance with a comprehensive benefits package.

Retirement plan with a 10% employer contribution.

20 days of paid vacation per year, plus 10 public holidays.

Learning and development budget of €2,000 per year.

Flexible work-from-home policy, with a dedicated workspace and necessary equipment provided.

Regular team-building activities and social events to promote collaboration and employee engagement.

Opportunities for growth and professional development within the company.

👥 ABOUT THE TEAM

Our team is a diverse and dynamic group of professionals who are passionate about delivering exceptional customer experiences. We are a close-knit team that values collaboration, innovation, and continuous learning. Recent wins include launching a new customer feedback platform that has improved customer satisfaction ratings by 25%, and developing a personalized marketing campaign that resulted in a 30% increase in sales.

📨 HOW TO APPLY

To apply for this role, please submit your resume, cover letter, and any relevant portfolio or work samples. We look forward to hearing from you within 2 weeks of application.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, DE
Address	Hauptstraße 123, 12345
Salary	EUR 55,000 – 75,000 / year
Industry	General
Company	T-Mobile
Valid Until	2026-09-13

📨 How to Apply

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