To pursue our ambitious growth strategy, we are looking for a self-starter, analytic project manager to join a growing Westwing function focused on improving our customers' experience and ensuring their loyalty.
In this position, you will be responsible for gathering and analyzing customers insights as well as delivering projects critical to our customers' satisfaction on a broad range of topics and you will promote a customer-centric organizational culture.
Project and Customer Insights Manager
Miejsce pracy: Robakowo
Your responsibilities will be:
- Improve overall customer experience and customer loyalty by identifying and addressing current weak points both pre and post purchase;
- Draw insights on improvement opportunities from a combination of different data sources including customer satisfaction surveys, customer service tickets, product returns, customer buying behavior etc.;
- Perform root cause analysis combining desk research, targeted customer interviews, and on-site process analysis to derive practical and scalable solutions to identified customer problems;
- Benchmark Westwing customer experience against other leading eCommerce platforms, in particular in Home & Living, to also fuel ideation with external inputs;
- Work with leaders across the company to fine-tune proposed solutions, put them into action across functional boundaries, and follow through to sustainable implementation;
You come with:
- Strong academic background with a masters' degree from business administration, economics, engineering, data science or similar;
- 1-3 years of professional experience in a highly dynamic, entrepreneurial and challenging environment (management consulting, start-up, etc.);
- Very strong problem solving & analytical skills (including excellent Excel skills, SQL is a plus);
- Both able to see the big picture / think strategically and willing to go into gory detail to find root causes of identified problems;
- Drive to deliver impact, with a hands-on attitude towards execution
- A passion for customer experience;
- Strong communication skills to bring partners and stakeholders on board;
- Fluency in English;
- Project management experience;
- First understanding of e-commerce business & value chain;
- Any additional language (Polish or German) is a plus
- Experience working with customer insights is a major advantage