Customer Experience Senior Manager

About the company

HungerStation is part of Delivery Hero Group, a global local delivery platform focused on making delivery quick, simple, and convenient. The group operates across more than 70 countries, is headquartered in Berlin, Germany, and has been listed on the Frankfurt Stock Exchange since 2017 as part of the MDAX index.

Role purpose

This position is responsible for overseeing the customer experience function by tracking feedback, measuring satisfaction, monitoring experience metrics, and examining customer interactions across the full lifecycle with HungerStation.

What you'll do

• Map the key customer touchpoints, assess their current performance, and identify opportunities to improve each stage of the experience.
• Gather, monitor, and interpret customer feedback, then translate findings into practical internal recommendations.
• Measure CX indicators such as NPS and use them to evaluate how the brand is performing on customer experience.
• Run customer interviews and surveys, then share the resulting insights with stakeholders.
• Work closely with customer care and other customer-facing teams to spot service gaps and uncover improvement opportunities.
• Escalate process issues in areas such as billing, installation, or pre- and post-sales activities whenever they threaten a smooth customer journey.
• Ensure customer experience initiatives stay connected to broader marketing and business objectives.
• Partner with product and technology teams to improve the digital buying journey across the website and self-service app.
• Design and roll out retention initiatives that reduce churn and strengthen long-term customer relationships.
• Track service performance indicators such as response time, resolution rate, and CSAT, and use them to drive ongoing improvement.
• Review competitor actions and industry movements to keep HungerStation competitive in customer experience.
• Analyze internal performance data to identify patterns that could influence customer satisfaction.
• Prepare weekly, monthly, and annual insight reports for internal stakeholders.
• Provide analytics support to internal teams when their work affects customer experience outcomes.
• Lead cross-functional projects and programs aimed at improving customer experience.

Strategy and planning

• Help shape and execute the division’s ABCs and OKRs while staying aligned with other function heads.
• Make important decisions that guide both the strategic and tactical direction of the division.
• Monitor OKRs and key metrics, and take corrective action when targets are at risk.

Governance and resilience

• Follow all relevant policies, procedures, and processes so work is delivered in a controlled and consistent way.
• Support ongoing process and practice improvements to increase effectiveness.
• Help maintain a high-performance environment and promote HungerStation’s values.

Experience and education

The role calls for 8 to 10 years of experience in customer experience, customer service, or operations. A bachelor’s degree in Business Administration or a related field is required.

Additional expectations

Applicants should bring strong analytical ability, comfort working with CX tools and CRM platforms, and the confidence to influence stakeholders. Experience in food delivery or e-commerce is an advantage. The role also requires someone who can perform well in a fast-moving environment, manage several initiatives at once, and make decisions based on data, customer segmentation, and personalization approaches.