Mytheresa is a leading luxury multi-brand digital platform. Founded as a boutique in 1987, Mytheresa launched online in 2006 and offers ready-to-wear, shoes, bags and accessories for womenswear, menswear, kidswear as well as lifestyle products and fine jewelry.
The highly curated edit of up to 250 brands focuses on true luxury brands such as Bottega Veneta, Brunello Cucinelli, Dolce&Gabbana, Gucci, Loewe, Loro Piana, Moncler, Prada, Saint Laurent, The Row, Valentino, and many more.
Mytheresa’s unique digital experience is based on a sharp focus on high-end luxury shoppers, exclusive product and content offerings, leading technology and analytical platforms as well as high quality service operations. Mytheresa is part of LuxExperience, the leading digital, multi-brand luxury group.
To support team Customer Experience we are searching for the Head of Customer Experience (f/m/d) to be based in our Munich office.
WHAT YOU WILL DO
- CX Strategy & Scale: Drive brand-wide CX across Customer Intelligence, Customer Journey & Communication, and Engagement.
- Insights to Action: Translate NPS, sentiment platforms (Trustpilot), focus groups, and test orders into Tech, Product, and Ops roadmaps.
- Top-Client Growth: Partner with Personal Shopping to boost VIP retention, clienteling, and luxury extensions (Jewelry care, circular resale).
- Governance & UX: Set global CX standards across touchpoints, optimize digital UX, and design critical delay protocols.
- Executive Alignment: Align CRM, Tech, Marketing, and Ops using centralized analytics to eliminate operational duplication.
- Post-Purchase Efficiency: Streamline post-purchase flows and self-service options to reduce support costs and protect margins.
- Team Leadership: Build, mentor, and scale a high-performing CX specialist team using agile methodologies.
WHO YOU ARE
- Experience: Proven CX or Ops leadership in luxury fashion, e-commerce, or hospitality with strong LTV impact.
- Execution: Able to bridge high-level C-suite strategy with deep-dive operational problem-solving.
- Data & Commercial Acumen: Tracks CX metrics (NPS, CSAT) directly to revenue KPIs (AOV, Retention, CAC, Margin).
- MarTech Skills: Proficient with modern CX platforms, CRM/BI tools, and AI-driven insights platforms.
- Languages: Fluent English; German, Arabic, or Mandarin/Cantonese is a plus.
WHAT WE OFFER
- Up to 32 days of holiday, depending on the length of service, starting with 28 days
- Mobile office with up to 20% of your total contracted hours (job and position permitting)
- 10 days/year of mobile office abroad in EU-countries (job and position permitting)
- Language courses
- Staff discount of up to 30%
- Company pension scheme
- Discounted membership for selected sports platforms & gyms
- Discounted travel card
- Individual support on mental health & well-being (e.g. compatibility work and family life)
- Social Day
- Employee Share Purchase Plan
Skills Required
- Proven customer experience or operations leadership experience in luxury fashion, e-commerce, or hospitality
- Experience demonstrating strong lifetime value impact
- Ability to connect C-suite strategy with detailed operational problem-solving
- Strong data and commercial understanding of NPS, CSAT, AOV, retention, CAC, and margin metrics
- Proficiency with modern customer experience platforms, CRM and business intelligence tools, and AI-driven insights platforms
- Fluent English
- German, Arabic, Mandarin, or Cantonese language skills
What We Do
LuxExperience B.V. is a leading digital, multi-brand luxury group and global online shopping destination for luxury enthusiasts. The company operates a portfolio of distinguished digital luxury brands, including Mytheresa, NET-A-PORTER, and MR PORTER in its luxury segment, and YOOX in its off-price segment. It offers highly curated selections of womenswear, menswear, kidswear, fine jewelry, and lifestyle products from prestigious brands worldwide.
