Senior Manager Global CX (f/m/d)
About this job
Employment type
Full Time (Permanent employment)
Salary
from 5,000 € monthly
Seniority level
Project or Team Lead, Senior Position
Work model
On-site
Place of work
Wien
Field of work
Executives, Management, Sales, Customer Service
Unfilled vacancies
1 vacancy unfilled for this position
About the company
Employer
woom GmbH
Number of employees
101 - 500 employees
Locations
Wien
Your opportunity:
Ready for your next big ride? As ourSenior Manager Global CX , you will act as an inspirational people leader and strategic architect—empowering a passionate, global team to reach their full potential, professionalizing our processes, and modernizing our tech stack. You will design and execute an omni-channel support strategy across a decentralized footprint, ensuring seamless brand alignment and service excellence between our European hub and dedicated US team.
Your Responsibilities
Define and harmonize the global CX strategy** across Europe and North America.
Manage customer touchpoints for bothD2C online shoppers and our Specialized Dealer Network (B2B**).
Lead and mentor** a growing, passionate team, focusing on upskilling and building a high-performing culture.
* Implement clear KPIs, robust quality assurance (QA) standards, and defined career pathways.
Evaluate and optimize a unified CX toolset,incorporating AI-driven automation** , omni-channel telephony, and CRM integrations.
* Bridge digital support with physical product realities, including global standards for warranties, spare parts, and technical support.
Translateglobal CX data** (CSAT and NPS) into actionable insights for Product Development, Quality, and Operations teams.
Who are you:
You bring 7+ Years ofCX Leadership** experience with a proven track record of heading customer experience and support teams at a senior level.
You have experience operating within premium D2C, consumer goods, or outdoor durable industries.**
You have experience in managing decentralized teams, specifically bridging European (Austria) and US** operations.
You are skilled at establishing unified global support structures** while respecting regional market nuances.
* You are passionate about scaling teams by implementing structured frameworks, QA programs, and standard operating p...
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