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Digital Customer Experience Manager (m/f/d)

Date: 21-Jan-2022

Location: Düsseldorf, DE, 40468 DE

Company: C & A

We build on traditions as long as they don't stop us from growing. Therefore, we continuously reflect our actions and strive for improvement. This is the only way we can live up to our own standards to reinvent the fashion business in a sustainable way. 

 

In order to provide our customers with an individual and sustainable shopping experience, our teams’ focus lies on the innovative and creative improvement of our Omnichannel-Concept. 

 

Your responsibilities at C&A

  • You are part of our interdisciplinary User Research & Experimentation team comprising user researcher, CX manager and conversion optimizer
  • You contribute to continuous improvement of customers digital experience with C&A in general and in their online shopping experience along several touchpoints in the customer journey
  • Based on conducted customer journey analyses you are responsible for expanding a voice of customer program by gathering, analyzing and distributing customer feedback
  • You conduct target group analyses as well as quantitative and qualitative surveys along the customer journey, measuring e.g. NPS, CSAT, CES etc.
  • Based on your insights from data analysis you generate and challenge ideas and develop hypotheses for new test concepts
  • You advise and support our product manager in validating and prioritizing test hypotheses
  • You actively participate in the design of UX concepts for currently ten C&A country shops with the overall goal to increase customer satisfaction, user experience and conversion rate
  • Your role also includes stakeholder management and effective and regular communication of results 
  • You exchange closely within the User Research & Experimentation team and UX designer
  • You are an advocate of the voice of our customers and an active contributor build a learn culture within the organization
     

At C&A you can look forward to

  • An exciting job in an international and inspirational working environment 
  • In-depth induction into your new role 
  • A positive working atmosphere with an open feedback culture 
  • The option to work from home 
  • In addition, you will enjoy attractive discounts including on a public transport travel pass 

 
What we expect from you

  • You have successfully completed your studies, preferably in the fields of human factors or human computer interaction, (business or media) computer science, business administration, communication design, market research, or comparable trainings
  • You bring with you several years of relevant experience in the field of CX management, user research or web analytics
  • You are passionate about gaining new insights from customer feedback data and generate key performance indicators based on them
  • You are familiar with common analytics tools (e.g. Google Analytics, Hotjar, Qualtrics, Contentsquare)
  • You have a very good methodological knowledge in the field of user research and have basic knowledge in conversion optimization
  • You work independently and you find the right balance between pragmatism and detail in your daily doing
  • You are a team player, have a high degree of initiative and you are a strong communicator
  • You enjoy setting up and improving customer feedback processes
  • You speak fluently German and English
     


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