- Employment
- Full-Time
- Seniority
- Director
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Sep 30, 2026
About Mytheresa
Founded in Munich in 1987 and launched online in 2006, Mytheresa is a leading luxury e-commerce platform, distinguished by its curated selection of fashion and lifestyle collections from prestigious international houses. As an employer, it brings together expertise across buying, technology, marketing, logistics and client service, connecting luxury retail heritage with digital innovation. Its teams contribute to an exacting customer experience, shaped by editorial storytelling, exclusive collaborations and personalised service. For professionals drawn to the intersection of fashion and commerce, Mytheresa offers an international environment in which commercial acumen, creative sensitivity and operational precision underpin the delivery of contemporary luxury.
Mytheresa, a leading global digital luxury e-commerce platform, seeks a Head of Customer Experience to lead brand-wide customer experience strategy and operations from the Munich office. The role encompasses directing customer intelligence, journey optimization, and engagement initiatives while translating NPS and sentiment data into actionable roadmaps for technology, product, and operations teams. The successful candidate will partner with personal shopping, enhance VIP retention programs, and establish global CX governance standards across all customer touchpoints.
Role & Responsibilities
- Drive brand-wide customer experience strategy across Customer Intelligence, Customer Journey & Communication, and Engagement functions
- Translate NPS, sentiment platform data (Trustpilot), focus groups, and test order insights into Technology, Product, and Operations roadmaps
- Partner with Personal Shopping teams to enhance VIP retention, clienteling practices, and luxury service extensions including jewelry care and circular resale offerings
- Establish and implement global customer experience standards across all touchpoints while optimizing digital user experience and designing critical delay protocols
- Align CRM, Technology, Marketing, and Operations functions using centralized analytics to eliminate operational redundancies
- Streamline post-purchase workflows and expand self-service options to reduce support costs while protecting profit margins
- Build, mentor, and scale a high-performing customer experience specialist team using agile methodologies
Qualifications
- Proven leadership experience in customer experience or operations within luxury fashion, e-commerce, or hospitality sectors
- Demonstrated ability to bridge executive-level strategy with operational problem-solving
- Strong proficiency with customer experience metrics (NPS, CSAT) and ability to link CX performance directly to revenue KPIs (AOV, Retention, CAC, Margin)
- Expertise with modern customer experience platforms, CRM and business intelligence tools, and AI-driven insights platforms
- Fluent English; German, Arabic, or Mandarin/Cantonese language skills are advantageous
Skills
Experience
Proven customer experience or operations leadership in luxury fashion, e-commerce, or hospitality with demonstrated impact on customer lifetime value. Experience bridging high-level C-suite strategy with deep-dive operational execution and problem-solving. Track record of translating customer insights into measurable revenue impact across AOV, retention, CAC, and margin optimization.
Education
Tertiary qualification in Business Administration, Customer Experience Management, Operations Management, or a related field preferred.
Workplace
The role is situated in Munich, Bavaria, Germany.
Explore jobs in Bavaria or in Germany.
Benefits
Up to 32 days annual holiday depending on service tenure (starting with 28 days); mobile office eligibility up to 20% of contracted hours; 10 days annual mobile office abroad in EU countries; language courses; staff discount up to 30%; company pension scheme; discounted gym and sports platform memberships; discounted travel card; mental health and well-being support; annual Social Day; Employee Share Purchase Plan.
Culture
Mytheresa’s workplace brings together luxury fashion expertise and digital commerce, connecting teams across buying, technology, content and client service around a carefully curated shopping experience. Its international environment places a premium on attention to detail, cross-functional collaboration and an understanding of the expectations of discerning luxury customers.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Mytheresa, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Senior Director of Customer Experience», «Chief Customer Experience Officer», «VP of Customer Experience Strategy», «Director of CX Operations», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.