Head of Customer Journey

Lead, Customer Journey Experience (m/f/d)

Our client, a globally recognized institution of higher learning, is seeking a Lead for their Customer Experience Journey. This role can be based at any of their German locations or can be fully remote.

Responsibilities:

• Take charge of the customer experience pathway in our international markets, from the initial user interaction to enrolment as a student
• Develop a conversion strategy across the customer acquisition funnel
• Use data to identify and prioritize initiatives for growth
• Lead the website and CRM teams to ensure an optimal, conversion-oriented customer journey
• Collaborate closely with other teams (e.g., performance marketing, marketing communications, sales) to enhance overall results
• Measure success using defined metrics/KPIs and use insights for continuous improvement

Qualifications:

• A university degree in business, economics, or a related field, coupled with several years of experience in a startup, high-growth company, consulting, or a similar fast-paced environment
• Strong data acumen and experience in making data-driven decisions
• Experience in leading a team, leveraging cross-unit resources, and working with external service providers to implement marketing initiatives
• Experience in customer-centric and target group-focused communication
• Ideally, experience in a conversion-oriented B2C environment such as e-commerce, as well as experience with marketing in an international environment and in a go-to-market setting
• Business fluent in written and spoken English

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