About HelloFresh
Transforming meal prep with fresh ingredients delivered
Key Highlights
- Headquartered in Kollwitzkiez, Berlin, Germany
- Over 1001 employees and strong market presence
- $413.3 million raised in Series F funding
- Generous 16-week parental leave and flexible health plans
HelloFresh, headquartered in Kollwitzkiez, Berlin, Germany, is a leading meal kit delivery service that has transformed the way people enjoy home-cooked meals. With over 1001 employees, HelloFresh has raised $413.3 million in funding and operates in the B2C food tech industry, serving millions of cu...
🎁 Benefits
HelloFresh offers generous parental leave of 16 weeks, a flexible PTO policy, and health plans with $0 monthly premiums starting on the first day of e...
🌟 Culture
HelloFresh is committed to sustainability and innovation in the food delivery sector, maintaining its B Corporation status while adapting to changing ...
Customer Success Manager • Senior
Overview
HelloFresh is hiring a Senior Manager, Customer Experience to lead the customer experience strategy for The Pets Table. You'll focus on transforming customer care into a proactive experience driver while analyzing key performance metrics. This role requires strong leadership and operational skills.
Job Description
Who you are
You have a proven track record in customer experience management, with at least 5 years of experience in a leadership role. You understand the importance of balancing customer satisfaction with operational efficiency, and you have a knack for identifying opportunities for improvement. Your analytical skills allow you to effectively measure and enhance service quality through key performance metrics like CSTAT and NPS.
You are a strong communicator and collaborator, capable of leading cross-functional teams to resolve issues with empathy and efficiency. Your experience in training and developing customer care agents ensures that your team is equipped with the best resources to deliver exceptional service. You are passionate about customer advocacy and are always looking for innovative ways to enhance the customer journey.
What you'll do
As the Senior Manager of Customer Experience, you will take ownership of the end-to-end customer experience for The Pets Table. Your primary responsibility will be to transform customer care from a reactive support function into a proactive experience driver, which will measurably build customer loyalty and revenue. You will analyze key performance metrics to continuously improve service quality and operational efficiency, ensuring that customer feedback informs product and operational decisions.
You will establish effective escalation paths and build processes that enable cross-functional teams to resolve issues quickly and confidently. Additionally, you will strategically identify and implement automation where it enhances the customer experience while preserving essential human touchpoints. Your role will also involve championing initiatives that surprise and delight customers, fostering a culture of customer love throughout the organization.
What we offer
At HelloFresh, we offer a competitive salary range of $100,000 to $110,000 CAD, along with a dynamic work environment that values innovation and customer satisfaction. You will have the opportunity to lead a dedicated team and make a significant impact on the customer experience. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.
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