German Operational & Customer Experience Executive
About the Role:
We are looking for a driven, detail-oriented Operational & Customer Experience Executive to join our team, focused on our German market. You’ll play a critical role in ensuring our logistics, courier operations, and customer experience are executed seamlessly, working closely with our 3PL warehouse in Germany, courier partners, and internal teams. Whilst providing an on brand experience directly with our customers.
Key Responsibilities:
Operations & Logistics
* Act as the primary operational liaison between our business and the 3PL warehouse in Germany.
* Monitor daily order fulfilment, inventory accuracy, and dispatch timelines.
* Continuously check on any operational challenges an order may face including order amendments and courier address changes
* Collaborate with the 3PL's Account Management Team to proactively resolve any warehousing or courier issues.
* Lead root cause analysis of operational problems and implement sustainable solutions feeding this back to the wider business.
* Track and manage return rates, damages, and delivery failures, working closely with courier partners and the Customer Experience Manager .
Analytics & Reporting
* Analise operational KPIs and CX metrics (e.g. delivery times, resolution rates, NPS).
* Produce regular insights to support continuous improvement in operations and customer service.
* Use data to identify pain points and drive process optimisations across logistics and customer touchpoints.
Customer Experience
* Drive the overall customer experience strategy for the German market, ensuring a consistent and localised approach.
* Collaborate with the wider CX and Brand teams to adapt tone, content, and communication for DE customers.
* Support the DE Executives with complex cases or escalations.
* Ensure all post-purchase experiences (delivery, returns, refunds, etc.) are frictionless and in line with brand expectations.
* Take owner ship of Customer reviews across multiple platforms including Trustpilot and Etrusted shop and reach out directly to customers with support.
Cross-Functional Collaboration
* Liaise with internal teams including CX, Logistics, Product, and Tech to ensure the German operational ecosystem is well supported.
* Represent the DE market CX meetings, advocating for customer needs and process improvements.
Key Requirements:
* Fluent German & English speaker.
* 2+ years of experience in an CX role, operations or logistics,—preferably in eCommerce, D2C, or with a 3PL partner.
* Strong analytical mindset—comfortable working with Excel/Google Sheets, dashboards, and BI tools.
* Excellent problem-solving and communication skills.
* Hands-on experience with courier or warehouse management is a strong advantage.
* Self-starter, proactive, and able to thrive in a fast-paced environment.
Core Behaviors
* Pace: Know that speed is your greatest ally. It builds momentum and is key for growth. Go fast.
* Communication: Know that team is your greatest asset. Talk to them face to face, Don’t try to go alone.
* Trust: When you say you’ll do it, do it. When someone asks for help, you give it.
* Transparency: Nothing is off limits, to anyone at any time. Remove walls & call out red tape.
* Challenge: Get comfortable with feeling uncomfortable. We need you to go where you’re scared to.
* Learn: Drive a culture of experimentation and continuous improvement.
* 360 Management: Manage up, down and across. Regardless of title, everyone is a leader. So Lead.