Senior Customer Experience Manager

Vor 4 Tagen

Wien, Wien, Österreich Journi GmbH Vollzeit
WHO ARE WE LOOKING FOR?

At Journi, a creative tech company and Austria's most innovative start-up of 2024, we're building the world's #1 most-downloaded printing app. Our app empowers customers to effortlessly create beautiful photo books and other print products. Using AI technology, we automatically create personalized designs based on the content our users want to print. Be part of a team of highly motivated and like-minded individuals who you can learn from - and who are excited to learn from you too

As a Senior Customer Experience Manager, you'll play a key role in shaping and optimizing the customer journey at Journi. You'll develop and drive CX strategies, ensuring a data-driven approach to enhance customer satisfaction, retention, and advocacy. This role requires strategic thinking, hands-on project management, and cross-functional collaboration to elevate our customer experience.

YOUR BAG OF TRICKS

  • 4+ years in Customer Experience roles, ideally in IT and B2C e-commerce, with leadership potential

  • Proven ability to develop and implement CX strategies from scratch

  • Expertise in data analysis, CX methods, and journey mapping

  • Experience managing CX tools, UX research, and usability testing

  • Strong analytical mindset and project management skills

  • Ability to train and motivate teams for best CX practices

  • Up-to-date on CX tools, trends, and best practices

  • Skilled in cross-functional teamwork, stakeholder management, and driving product decisions

  • Proactive and hands-on problem solver with strong communication and presentation skills - you're comfortable taking initiative and speaking in front of others

  • EU citizenship or a valid work visa for Austria (we're unable to provide sponsorship at this time)

  • Willingness to relocate to Vienna or already based here - because who wouldn't want to live in the world's most liveable city?

WHAT WE OFFER

A happy team makes for a happy workplace. We wouldn't be able to do what we are doing without our team and that's why we offer:

  • A fair annual gross salary in accordance with the Collective Agreement, starting at EUR 50.000. Our final offer depends on your experience and qualifications amongst other factors.
Plus, a bunch of awesome social benefits, such as:
  • Vacation goals: 25 days off per year, plus 1 extra day for every year you stick around (up to 5 extra days)
  • A space to thrive: a fun, bright and award-winning office built by the Journi Team, complete with ping-pong and foosball tables to blow off steam
  • Work your way: enjoy a hybrid working model with 40% home office days and flexible hours (core hours: 10am-4pm Mo-Th; and 10am-2pm Fri)
  • Lunch on us: receive a €5.50 Pluxee voucher per working day
  • Go places: we reimburse your public transport card for Vienna €365 yearly
  • Plan for tomorrow: additional €300 yearly towards your private pension fund
  • Team first: join our yearly team-building Journi to exciting destinations
  • Mac your life easier: with a company MacBook, also available for personal use
  • Refresh and recharge: in-house or online yoga sessions every two weeks
  • Stay healthy: regular in-house health check with Haelsi
  • Unlock language skills: with a premium Busuu App membership
  • Professional development: Access to resources, courses, and learning programs to help you excel in your role
  • Boost your German: weekly in-house lessons in small groups
  • Fuel your day: fruits, cereals, yogurt, and milk variations — on the house
  • Brew up productivity: Italian-style coffee and teas in our coffee kitchen
  • Special treatment: enjoy a premium membership on all Journi products
APPLY NOW

What to Expect After You Apply

  • Intro Call with the People & Culture Team (30min)

  • General Interview with the Hiring Team (45min)

  • Challenge

  • Technical interview with the Hiring Team (1h)

  • Final Interview with the Leadership Team (1h)

We'd love to hear from you - please include your CV and cover letter with your application

WHAT YOU'LL DO

  • Work environment: Work full time (38.5 h/w) and work with a passionate, motivated and international Journi team

  • Shape the CX Strategy – Define and implement CX initiatives that align with Journi's vision, aligning all stakeholders around common CX guiding principles

  • Turn Data into Impact – Analyze customer feedback, trends, and behaviors to uncover opportunities and proactively share insights

  • Optimize Journeys & Tools – Analyze and map the customer journey to identify touchpoints and opportunities for enhancing the customer experience

  • Lead & Elevate the Team – Drive major CX projects, collaborate cross-functionally, and mentor team members to grow their expertise

  • Connect & Collaborate – Partner with Product, Marketing, and Customer Happiness teams to create seamless customer experiences

WHO YOU ARE
NICE TO HAVE

  • Relevant certifications in customer experience management (e.g., CCXP)

  • Experience using various CX tools: Survey Monkey, Zendesk, Qualtrics, Amplitude, etc.

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