Manager Customer Experience / E-Commerce (f/m/d)

You will take ownership of how customers experience our brand online.
This role sits at the commercial core of our business — shaping 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.

This is a role for someone who wants real ownership, real responsibility and visible impact.

Customer Experience & Conversion

• Optimize the customer journey from first visit to purchase and beyond
• Identify friction points and improve conversion rates across the funnel
• Segment customer groups and tailor content, offers and messaging accordingly
• Optimize key webshop touchpoints such as homepage, navigation, landing pages, PDPs, cart and collections
• Conduct A/B tests and implement new website elements

CRM & Retention

• Own and optimize CRM campaigns across email, SMS and lifecycle flows
• Build and improve automated flows such as welcome, abandoned cart, post-purchase and win-back journeys
• Segment audiences based on behaviour, purchase history and customer value
• Personalize messaging and product recommendations to increase retention and repeat purchases
• Analyse CRM performance and customer retention metrics

AI & Personalization

• Use AI tools to improve personalization across webshop and CRM channels
• Explore AI-driven product recommendations, dynamic content and predictive customer segmentation
• Leverage AI for testing, reporting, customer journey analysis and content optimization
• Identify new AI opportunities that can improve efficiency and customer experience

Product Launches & Content

• Own product presentation within the webshop
• Manage PDP content, product images, collections and product recommendations
• Create educational content such as FAQs, product guides and help center pages
• Ensure legal texts and webshop content are accurate and up to date

Analysis

Main KPIs include:

• Conversion Rate
• Revenue per User
• Repeat Purchase Rate
• Customer Lifetime Value
• CRM Revenue Contribution
• Shop NPS

• Strong e-commerce experience with a testing, optimization and execution mindset
• Ability to think in funnels, customer journeys and customer segments
• Strong understanding of UX/UI structures and digital buying flows
• Experience analysing user behaviour and translating insights into concrete actions
• Experience with A/B testing and common analytics tools
• Hands-on experience with e-commerce and CRM tools (Best Case: Shopify, Klaviyo, Google Analytics and Getklar, but not a hard requirement)
• Confident use of AI tools such as ChatGPT or Claude in day-to-day work
• Strong ownership mentality and hands-on execution drive
• Data-driven mindset with strong analytical skills
• Fluent in German and English

• 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