Associate Director Customer Success

Responsibilities

• Act as the bar raiser for Customer Experience in the DACH cluster
• Define and steer the Customer Success roadmap across Product, Marketing, and Operations
• Own accountability for Active Customers management and retention strategies
• Spearhead high-impact projects like onboarding and lifecycle initiatives
• Manage the Voice of the Customer (VoC) network to turn sentiment into operational fixes
• Provide actionable insights to the cluster leadership team linking success to profitability
• Identify operational friction points and leverage AI or offshoring to automate reporting

Requirements

• 7+ years of professional experience in a customer-centric and strategic role
• Experience in an e-commerce environment preferred
• Deep analytical understanding of business metrics like Retention, Pause rates, and NPS
• Commercial mindset with the ability to apply a P&L lens to initiatives
• Exceptional stakeholder management skills in a complex global matrix
• High degree of autonomy and self-organization
• Strong problem-solving skills for cross-functional challenges

Benefits

• Modern working space in Berlin-Kreuzberg
• Discounts for HelloFresh boxes and Convini products
• Development possibilities and yearly L&D budget
• Flexible working hours
• Extensive onboarding and buddy program
• Social events including team events and book club
• Discounted fitness offers with Urban Sports Club and John Reed
• Well-being initiatives with Headspace and Spill
• Childcare and company pension scheme

About the Company

HelloFresh is a leading global meal-kit provider focused on delivering high-quality food and convenience to customers worldwide.