Customer Insights Manager (f/m/d)
To support our Customer Experience team we are searching for a Customer Insights Manager (f/m/d) to be based in our Munich office.
WHAT WILL YOU DO
- Conduct in-depth interviews and focus groups with high-end luxury customers to gather insights into preferences and experiences.
- Monitor luxury market trends, competitor actions, and customer sentiment to guide brand strategy.
- Develop customized questionnaires and surveys to capture high-value insights for product and service enhancements.
- Leverage CSAT capabilities, including NPS, at our disposal, with the ability to propose and deploy these tools effectively to enhance customer satisfaction and drive continuous improvement
- Generate periodic customer insights reports, including data on trends, behaviors, and actionable recommendations.
- Create detailed customer journey maps based on interactions, feedback, and research to identify touchpoints and areas for improvement
- Collaborate cross-functionally with teams like CRM, Marketing, and Personal Shopping to ensure customer insights support business objectives.
WHO YOU ARE
- Experienced in customer research, data analysis, and reporting, ideally within the luxury sector.
- Proficient in crafting data-driven reports and translating insights into strategic recommendations.
- Skilled communicator, capable of engaging both high-end customers and internal stakeholders.
- Passionate about luxury customer experience, with a deep understanding of high-end customer expectations.
- Detail-oriented and organized, ensuring accuracy in data and clarity in reporting.
- Proactive and solution-oriented, always seeking ways to enhance the customer experience.
- Holder of a Bachelor’s degree (Master’s preferred) in Marketing, Business, or related field, with 5+ years of relevant experience in luxury or high-end brands. Fluent in English, plus one additional language such as German, French, Arabic, or Chinese.
WHAT WE OFFER
- Up to 32 days of holiday, depending on the length of service, starting with 28 days
- Mobile office with up to 40% of your total contracted hours (job and position permitting)
- 10 days/year of mobile office abroad in EU-countries (job and position permitting)
- Language & e-learning courses
- Staff discount of up to 30%
- Company pension scheme
- Discounted membership for selected sports platforms & gyms
- Discounted travel card
- Access to LinkedIn Learning
- Individual support on mental health & well-being (e.g. compatibility work and family life)
- Social Day
- Employee Share Purchase Plan
WHO WE ARE
Mytheresa is one of the leading global digital luxury shopping platforms. Our unique digital experience is based on a sharp focus on high-end luxury shoppers, exclusive product and content offerings, leading technology and analytical platforms as well as high quality service operations.
Since January 2021 we are a listed company on the New York Stock Exchange. More than 1,900 employees from over 100 countries work passionately to provide the best shopping experience.
Creating a strong as well as a diverse and inclusive team is essential for Mytheresa. For us your expertise and motivation matter more than your individual walk of life. Mytheresa ensures a fast and equal hiring process.
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