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Westwing logo Westwing

Customer Experience Management Specialist With English Nuova

Creata il 20-11-2020
Location Poznan


Customer Experience Management Specialist With English

To pursue our ambitious growth strategy, we are looking for a self-starter, analytic project manager to join a growing Westwing function focused on improving our customers’ experience and ensuring their loyalty.

In this position, you will be responsible for delivering projects critical to our customers’ satisfaction on a broad range of topics and promoting a customer-centric organizational culture.

Your responsibilities will be:

  • Improve overall customer experience and customer loyalty by identifying and addressing current weak points both pre and post purchase;
  • Draw insights on improvement opportunities from a combination of different data sources including customer satisfaction surveys, customer service tickets, product returns, customer buying behavior etc.;
  • Perform root cause analysis combining desk research, targeted customer interviews, and on-site process analysis to derive practical and scalable solutions to identified customer problems;
  • Benchmark Westwing customer experience against other leading eCommerce platforms, in particular in Home & Living, to also fuel ideation with external inputs;
  • Work with leaders across the company to fine-tune proposed solutions, put them into action across functional boundaries, and follow through to sustainable implementation;

You come with:

  • Strong academic background with a masters’ degree from business administration, economics, engineering, data science or similar;
  • 1-3 years of professional experience in a highly dynamic, entrepreneurial and challenging environment (management consulting, start-up, etc.);
  • Very strong problem solving & analytical skills (including excellent Excel skills, SQL is a plus);
  • Both able to see the big picture / think strategically and willing to go into gory detail to find root causes of identified problems;
  • Drive to deliver impact, with a hands-on attitude towards execution
  • A passion for customer experience;
  • Strong communication skills to bring partners and stakeholders on board;
  • Fluency in English;
  • Project management experience;
  • First understanding of e-commerce business & value chain;
  • Any additional language (Polish or German) is a plus

 If you are intrested, please sent CV in English


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