German Operational & Customer Experience Executive
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.
Monitor daily order fulfilment, inventory accuracy, and dispatch timelines.
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.
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.
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.
Liaise with internal teams including CX, Logistics, Product, and Tech to ensure the German operational ecosystem is well supported.
Fluent German & English speaker.
~Strong analytical mindset —comfortable working with Excel/Google Sheets, dashboards, and BI tools.
~ Hands-on experience with courier or warehouse management is a strong advantage.
~ Communication: Know that team is your greatest asset. When someone asks for help, you give it.
~ 360 Management: Manage up, down and across.