Senior Customer Experience Manager - German Market Expansion

🏢 ABOUT THE COMPANY

Delta Air Lines, founded in 1928, is a global airline leader with a strong presence in the European market. With a mission to 'Connect the world, one flight at a time,' we strive to provide an exceptional travel experience for our customers. Our company culture is built on a foundation of values such as safety, integrity, and customer satisfaction. As one of the largest airlines in the world, we have achieved numerous accolades, including being ranked as one of the 'World's Most Admired Companies' by Fortune Magazine.

🎯 ROLE OVERVIEW

As a Senior Customer Experience Manager, you will be responsible for leading our market expansion efforts in Germany, developing and implementing strategies to enhance customer satisfaction and loyalty. You will report directly to the VP of Customer Experience and will work closely with cross-functional teams to drive business growth. Your success will be measured by the improvement in customer satisfaction scores and increased revenue from the German market.

📋 KEY RESPONSIBILITIES

Develop and execute a comprehensive customer experience strategy for the German market, aligned with Delta's global goals and objectives.

Collaborate with local teams to identify customer pain points and opportunities for improvement.

Design and implement customer engagement campaigns to enhance loyalty and retention.

Work closely with the product development team to ensure customer feedback is integrated into product design.

Analyze customer feedback and sentiment data to inform business decisions.

Develop and manage budgets for customer experience initiatives.

✅ REQUIRED QUALIFICATIONS

5+ years of experience in customer experience management, preferably in the aviation or travel industry.

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

Proven track record of developing and implementing successful customer experience strategies.

Excellent communication and project management skills.

Fluency in German and English (written and spoken).

⭐ PREFERRED QUALIFICATIONS

2+ years of experience in market expansion or international business development.

Experience with customer feedback analytics tools, such as Qualtrics or Medallia.

Knowledge of German cultural nuances and customer preferences.

Certification in customer experience or a related field.

💰 WHAT WE OFFER

We offer a competitive salary range of €50,000 - €80,000 per annum, depending on experience.

Comprehensive health insurance and a retirement plan, including company matching.

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

€2,000 annual learning and development budget.

Flexible remote work policy, with regular team meetings and collaboration.

Opportunities for career growth and professional development.

👥 ABOUT THE TEAM

Our team is comprised of experienced professionals from diverse backgrounds, all passionate about delivering exceptional customer experiences. We work collaboratively, sharing knowledge and expertise to drive business success. Our recent wins include a 25% increase in customer loyalty scores and a 15% reduction in customer complaints.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume and a cover letter outlining your experience and qualifications. We expect to hold interviews within 2-3 weeks of receiving applications.

📋 Job Details

📨 How to Apply

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