[DACH HQ] Associate Director Customer Success (all genders)

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. You will provide end-to-end visibility on customer health and drive the strategic pillar "Elevating the Customer Experience" toward our 2026 goals. This is a high-impact, individual contributor role (with the ability to influence decentralized teams) designed for a self-starter who can translate complex data into a "customer delight" roadmap that fuels long-term commercial growth. This role is offered as a 15-month fixed-term contract (maternity cover, expected until end of 2027). You will... 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. Optimize & scale: Identify operational friction points and leverage AI or offshoring (HelloConnect) to automate insights and reporting, ensuring the organization remains lean and agile. What you’ll bring 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. Problem-solving excellence: The ability to deconstruct messy, cross-functional challenges into clear, prioritized workstreams. 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 we offer you Modern and comfortable working space with great co-workers in Berlin-Kreuzberg Discount for HelloFresh boxes and Convini products Development possibilities along with internal trainings and a yearly central Learning & Development budget for teams Flexible working hours Extensive Onboarding and Buddy Program Social events including team events, Friday beers, company runs, book club, etc. Discounted fitness offers with our Urban Sports Club and John Reed partners, as well as yoga classes Well-being initiatives in cooperation w