Global Head of Customer Experience Strategy for European Operations

🏢 ABOUT THE COMPANY

Wingstop is a fast-growing, global restaurant chains company founded in 1994 in Garland, Texas. We serve high-quality, freshly made chicken wings, fries, and sides to more than 1,200 locations across the globe, operating in over 10 countries. Our mission is to serve the world with incredible flavor and to create opportunities for everyone who joins our team. We value teamwork, customer focus, and innovation, with an approachable and fast-paced work environment. With over 20 years of experience in the industry, we continue to innovate and strive for excellence in everything we do.

🎯 ROLE OVERVIEW

As our Global Head of Customer Experience Strategy for European Operations, you will play a pivotal role in driving customer-centric initiatives and strategies across our European markets. Reporting directly to the Chief Customer Experience Officer, you will lead a team of customer experience strategists and be responsible for creating and implementing customer experience strategies, ensuring seamless customer journeys, and delivering exceptional customer experiences across all touchpoints. Your goal will be to increase customer satisfaction, retention, and loyalty, resulting in long-term business growth.

📋 KEY RESPONSIBILITIES

- Develop and execute customer experience strategies to drive customer satisfaction and loyalty across European markets.

- Lead a team of customer experience strategists to design, implement, and measure customer experience initiatives.

- Conduct customer research and analysis to identify trends, preferences, and pain points.

- Collaborate with cross-functional teams to ensure cohesive customer experiences across all touchpoints, including online, offline, and social media.

- Develop and maintain key performance indicators (KPIs) to measure customer experience and satisfaction.

- Analyze and interpret customer feedback, using data to drive informed decision-making.

- Collaborate with marketing teams to develop targeted marketing campaigns to enhance customer engagement and loyalty.

- Stay up-to-date with industry trends, best practices, and emerging technologies to inform customer experience strategies.

- Identify areas for improvement and develop recommendations for process optimizations and cost savings.

- Develop and present regular customer experience reports to senior leadership, outlining initiatives, results, and recommendations.

- Ensure compliance with all regulatory requirements and company policies.

✅ REQUIRED QUALIFICATIONS

- 8+ years of experience in a customer experience or strategy role within a fast-paced, dynamic industry.

- Proven track record of developing and executing successful customer experience strategies.

- Strong leadership and team management skills, with experience leading cross-functional teams.

- Excellent communication, interpersonal, and presentation skills.

- Ability to analyze complex data and use insights to inform strategic decisions.

- Strong understanding of customer journey mapping, customer experience design, and service design.

- Experience working in a global organization, with knowledge of cross-cultural communication and collaboration.

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

- Fluency in English (written and verbal) and proficiency in another European language.

⭐ PREFERRED QUALIFICATIONS

- MBA or Master's degree in a related field.

- Certification in customer experience or strategy, such as the Certified Customer Experience Professional (CCEP) or the Professional Certified Marketer (PCM).

- Experience working in the restaurant or foodservice industry.

- Familiarity with customer experience management software and tools.

💰 WHAT WE OFFER

At Wingstop, we are committed to providing our employees with a comprehensive benefits package, including a competitive salary, bonus structure, and opportunities for growth and development. This role offers a base salary of €60,000 - €80,000 per annum, with the potential for performance-based bonuses. We also offer a flexible remote work policy, with regular virtual team meetings and opportunities for in-person collaboration. We provide a comprehensive health insurance package, a retirement plan, and a generous vacation allowance. Additionally, we allocate a budget for ongoing professional development and training, to support your growth and success in your role.

👥 ABOUT THE TEAM

Our customer experience team is a dynamic and collaborative group of experienced professionals, dedicated to delivering exceptional customer experiences across our European markets. We work closely with cross-functional teams, including marketing, operations, and technology, to ensure seamless customer journeys. Our team is passionate about continuous learning, innovation, and customer-centricity, with a focus on using data to drive informed decision-making. We are a remote-first team, with regular virtual team meetings and opportunities for in-person collaboration.

📨 HOW TO APPLY

If you are a motivated and experienced customer experience professional, with a passion for driving customer-centric initiatives and delivering exceptional customer experiences, please submit your application, including your resume and a cover letter outlining your relevant experience and qualifications. We look forward to hearing from you and learning about your interests and qualifications.

📋 Job Details

Job Type	🌐 Remote
Location	Berlin, DE
Address	Wingstop GmbH, Bahnhofstraße 12 Berlin, 10117, 10117
Salary	EUR 60,000 – 80,000 / year
Industry	General
Company	Wingstop
Valid Until	2026-09-14

📨 How to Apply

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