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(Junior) Customer Experience Manager (f/m/d)

Clienteling & Customer Care

Munich, DE

Here at Mytheresa, technology meets luxury fashion in a space that celebrates both creativity and digital advancement. Centered in the heart of Europe, we are a dynamic international team, hailing from all corners of the globe. Working together we strive to exceed our customer’s expectations with a passion for innovation.

To support our Customer Experience team we are searching for a (Junior) Customer Experience Manager (f/m/d) to be based in our Munich office.

WHAT YOU WILL DO

  • Support the development, maintenance, and optimization of Mytheresa’s global transactional communication ecosystem, ensuring all touchpoints reflect our luxury tone, emotional intelligence, and premium customer experience standards
  • Assist with benchmarking and competitor checks, contributing to customer journey mapping and identifying opportunities to elevate our communication flows.
  • Monitor and track technical issues within communication journeys, coordinating follow-ups with PMs, POs, and UX/UI teams, and ensuring seamless customer-facing experience
  • Serve as a point of contact for Operations and Warehouse teams, regularly gathering insights, supporting on-site visits, and aligning operational needs with communication improvements
  • Maintain and update CMS-managed content, coordinating reviews and ensuring accuracy, clarity, and consistency across regions and carriers
  • Support regional Transactional Communication projects, including carrier communication updates and implementation of journey adaptations for key markets
  • Contribute to unboxing and packaging-related CX projects, assisting with supplier coordination, documentation, and execution to enhance the Mytheresa unboxing experience
  • Consolidate insights from analytics, sentiment, and cross-functional inputs to help identify pain points and support continuous improvement of customer journeys
  • Work closely with Brand Marketing, Customer Care, Operations, and Digital Product teams to ensure consistent, premium messaging across all transactional touchpoints

WHO YOU ARE

  • You bring initial experience in luxury, fashion, lifestyle, or e-commerce environments, with a strong appreciation for elevated service standards and premium customer communication
  • You are detail-oriented, structured, and comfortable supporting multiple ongoing projects while coordinating with cross-functional teams
  • You have a strong sensitivity for tone of voice and brand aesthetics, and you enjoy crafting customer communications that are clear, empathetic, and aligned with a luxury experience
  • You work proactively, are curious about customer journeys and digital tools, and enjoy diving into details to resolve inconsistencies or operational challenges
  • Fluent in English; German, Arabic, or Chinese language skills are a plus
  • You thrive in a fast-paced international environment and are excited to grow within the customer experience function at Mytheresa

WHAT WE OFFER

  • Up to 32 days of holiday, depending on the length of service, starting with 28 days
  • Mobile office with up to 20% 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

 

At Mytheresa, our people are our success. If you're a self-starter who enjoys an exciting challenge, apply now to be part of our journey and grow with us in a modern working environment.

We treat all applicants, employees, partners and customers equally, irrespective of their race and ethnic background or national origin, their religion or beliefs, their gender and sexual identity, their age, marital status and care responsibility, or any disability.

We are looking forward to your expressive application via our career site.

Apply now »