Customer Experience Manager

We are looking for a Customer Experience Manager. In this position you will be working for the Asendia Group as a member of the Quality and Customer Service team in the Supply Chain Department. You will play a major role in providing strategic focus to shopper experience, with the aim to increase their satisfaction. You will have a strong visibility with the group being in contact with all subsidiaries and all key stakeholders in the head office. You will be the voice of the shopper in the department and company and ensure that the issues are resolved within a prompt time frame. You will be also in charge of Group tools to support customer experience like tracking platform.
Location: Europe
Position: Full-time
Closing Date: 30.09.2021
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Your Tasks


You monitor and control the shopper journey, identify gaps along the customer journey, define action plans and drives their implementation

You analyze how the shoppers/consumers are managed in subsidiaries

You define the standards within Customer Service to follow and improve the after sales processes for shoppers

You produce and maintain all non-automated reports on a weekly/monthly level

You develop tools and standards for customer satisfaction management (shopper satisfaction survey and online reputation)

You lead projects in related topic areas

You manage customer tools (follow issues and improvements), especially the group tracking tool


Your Profile


You have 3 to 4 years of marketing / sales experience.

You are a motivated, perseverant, and capable of autonomy.

You can manage analytical data manipulation on large database.

You have skills in project management and tools.

You have a master’s degree in Marketing / Supply Chain Management / International commerce.

You are fluent in English. Business language is English (ability to work in German would be an asset.)



About Asendia


Our mission is to excel in every interaction with our customers. Our values are trust, friendliness, ease of use and our commitment to sustainability.

Employee wellbeing and corporate social responsibility is at the heart of our core values. We wish to instil a strong culture of corporate social responsibility within every employee and hope to create a positive and productive environment where employees can thrive.


How to Apply

If this sounds like the kind of place you would like to work and the sort of role you are looking for, then get in touch, we are waiting to hear from you.
Please send your application in English to mentioning the reference "Asendia 21-13".
For further information, please contact:
Hermann Fernandes, Head of Quality & Customer Service