German Operational & Customer Experience Executive
Overview
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, while providing an on-brand experience directly with our customers.
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 for operational challenges an order may face, including order amendments and courier address changes.
* Collaborate with the 3PL's Account Management Team to proactively resolve warehousing or courier issues.
* Lead root cause analysis of operational problems and implement sustainable solutions, feeding insights 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
* Analyse 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 ownership of customer reviews across multiple platforms including Trustpilot and other review sites, and reach out directly to customers for 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.
Qualifications
* 2+ years of experience in a 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: Speed is your ally for momentum and growth. Move quickly and decisively.
* Communication: Team matters; collaborate and share information openly.
* Trust: Do what you say you’ll do and offer help when needed.
* Transparency: Be open and remove barriers and unnecessary red tape.
* Challenge: Embrace challenging situations and push beyond comfort zones.
* Learn: Foster experimentation and continuous improvement.
* 360 Management: Lead across teams and roles, regardless of title.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service
Industries
* Food and Beverage Services and Food and Beverage Manufacturing
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