[DACH HQ] Associate Director Customer Success

About the role

As the Associate Director Customer Success (HF DACH), reporting to the Director Business Success, 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: Set the standard for Customer Experience excellence in the HelloFresh DACH cluster, ensuring that all customer-facing initiatives across domains are brought to the next level
• Lead DACH Customer Success: Define and steer the Customer Success roadmap to align Product, Marketing and Operations domains.
• Own the customer base: Hold accountability for "Active Customers" management in alignment with Global and local teams, driving the strategy for Weekly Order Factor and retention to meet Business Plan targets.
• Drive strategic innovations: Spearhead high-impact projects such as onboarding and lifecycle initiatives to eliminate conversion and retention bottlenecks.
• Institutionalize Voice of the Customer (VoC): Manage a decentralized network of "VoC Champions" across the business, turning qualitative sentiment and quantitative data (NPS, Trustpilot, Churn reasons) into prioritized operational fixes.
• Act as a strategic counterpart to the cluster leadership team: 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 that link Customer Success to profitability and lifetime value.

What you'll need

• 7+ years of professional experience in a customer-centric and strategic role, ideally in an e-commerce environment
• KPI Mastery: A deep, analytical understanding of end-to-end business metrics (Retention, Pause rates, NPS) and the ability to build predictive metric architectures.
• Commercial mindset: Proven ability to apply a P&L lens to customer success initiatives, ensuring that "customer happiness" directly contributes to profitability and lifetime value.
• Exceptional stakeholder management: Experience navigating a complex global matrix and influencing senior leadership to secure buy-in for customer-centric priorities.
• Individual contributor autonomy: A true self-starter mentality; comfortable operating as a "business owner" with minimal supervision and high self-organization.
• Passion for the customer: An intrinsic drive to relentlessly champion the user experience and a "burn" for creating measurable improvements in the customer journey.

What they offer

• Modern and comfortable working space in Berlin-Kreuzberg with great co-workers
• Discount for HelloFresh boxes and Convini products
• Development possibilities along with internal trainings and yearly Learning & Development budget
• Flexible working hours
• Childcare and company pension scheme benefit
• Well-being initiatives in cooperation with Headspace and Spill