Manager Customer Experience – E-Commerce

Role Overview

• You will take ownership of how customers experience our brand online.
• This role sits at the commercial core of our business — shaping the webshop performance, driving conversion optimization and continuously improving the digital buying journey.
• You identify friction, challenge the status quo and translate insights into action.
• You think in funnels, segments and measurable impact — and you enjoy working hands-on, close to the product, the data and the execution.
• You will play a key role in scaling a profitable, fast-growing premium D2C brand and directly influence revenue growth through smarter digital experiences.
• Optimize the customer journey on the website from visit to purchase
• Segment customer groups and tailor content accordingly
• Funnel optimization to improve conversion rates
• Collaborate with UX/UI designers to enhance user experience
• Plan, brief, implement, analyse and optimize webshop elements for campaign funnels (e.g. banners, texts etc.)
• Own and optimize key webshop touchpoints such as navigation/menu, homepage, hero campaigns, landing pages, announcement bars, collections, PDPs and cart
• Conduct A/B tests for new onsite promotions
• Run funnel tests and implement new website elements
• Own product presentation within the webshop
• Brief and implement product images and content for each PDP section
• Manage variant set-ups and maintain product content
• Create and assign products to relevant collections
• Manage product recommendations (upsell and cross-sell strategy)
• Oversee collection product sorting
• Create educational content pages such as product guides, FAQs, product finders, contact/help center content and delivery status updates
• Ensure accuracy of legal texts
• Main KPIs include: Conversion Rate Shop NPS Revenue per User
• Further analysis responsibilities include: Conversion funnel performance, Landing page performance, Top viewed pages, Click behaviour (heatmaps), Product and campaign promotions, Testing and optimization of product recommendations (upsell / cross-sell / sorting), Product performance analysis

Requirements

• Strong e-commerce experience (testing, optimization and execution mindset)
• Ability to think in funnels and customer segments
• Understanding of UX/UI structures and digital flows
• Fluent German and English
• Ability to analyse user behaviour and derive optimization measures
• Experience with A/B testing and common analytics tools
• Strong ownership mentality and hands-on execution drive
• Data-driven mindset
• Experience working with e-commerce platforms (e.g. Google Analytics etc.)

Benefits

• A role with direct influence on growth and business performance
• High level of ownership and autonomy in decision making
• Opportunity to shape and scale the digital experience of an international premium brand
• Competitive and fair compensation aligned with responsibility
• Flexible fully remote working model with trust-based working culture
• Modern tech stack and data-driven environment
• Continuous learning curve in a fast-growing entrepreneurial setup
• Product perks and meaningful employee discounts
• International, ambitious and supportive team
• Regular team gatherings and inspiring offsite events