Associate Director Customer Success

About the role

As the Associate Director Customer Success (HF DACH), you hold a critical mandate as the primary "Bar Raiser for Customer Experience", "Advocate for the Customer" and "Retention Guardian" within the HelloFresh DACH organization. You are the architect of the customer-centric strategy operating at the intersection of Marketing, Product, Operations, and Finance. This is a 15-month fixed-term contract (maternity cover, expected until end of 2027).

What you'll do

• Act as the bar raiser for Customer Experience, setting the standard for excellence in the HelloFresh DACH cluster
• Define and steer the Customer Success roadmap to align Product, Marketing and Operations domains
• Hold accountability for "Active Customers" management, driving the strategy for Weekly Order Factor and retention to meet Business Plan targets
• Spearhead high-impact projects such as onboarding and lifecycle initiatives to eliminate conversion and retention bottlenecks
• Manage a decentralized network of "VoC Champions" across the business, turning qualitative and quantitative data into prioritized operational fixes
• Utilize KPI mastery to forecast risks and identify opportunities within the end-to-end customer journey, providing the HF DACH Cluster Leadership team with actionable insights
• Identify operational friction points and leverage AI or offshoring to automate insights and reporting

What you'll need

• 7+ years of professional experience in a customer-centric and strategic role, ideally in an e-commerce environment
• Deep, analytical understanding of end-to-end business metrics (Retention, Pause rates, NPS) and ability to build predictive metric architectures
• Proven ability to apply a P&L lens to customer success initiatives, ensuring customer happiness directly contributes to profitability and lifetime value
• Experience navigating a complex global matrix and influencing senior leadership to secure buy-in for customer-centric priorities
• True self-starter mentality; comfortable operating as a "business owner" with minimal supervision and high self-organization
• Ability to deconstruct messy, cross-functional challenges into clear, prioritized workstreams
• Intrinsic drive to relentlessly champion the user experience and passion for creating measurable improvements in the customer journey

What they offer

• Modern working space in Berlin-Kreuzberg with flexible working hours
• Discount for HelloFresh boxes and Convini products
• Development possibilities along with internal trainings and yearly Learning & Development budget
• Discounted fitness offers with Urban Sports Club and John Reed partners, plus yoga classes
• Well-being initiatives in cooperation with Headspace and Spill
• Childcare and company pension scheme benefit