Customer Experience Manager
3 days ago
We're looking for a Customer Experience Manager to join our Strategy & Customer Experience team in Copenhagen. In this role, you will lead projects that strengthen the connection between our customers and the HelloFresh brand across Denmark, Sweden, and Norway. You'll work closely with cross-functional and global teams to identify trends, improve customer-centric decision-making, and deliver solutions that elevate the customer journey.
You will transform insights into action, champion the voice of the customer, and help us shape experiences that support HelloFresh's mission to change the way people eat — forever.
- Analyze customer feedback and complementary data sources (transactional, operational, behavioral) to identify experience drivers and emerging trends.
- Transform insights into clear, actionable recommendations that drive continuous improvement.
- Collaborate with cross-functional and global stakeholders to design, test, and launch initiatives that improve customer experience, retention, and operational performance.
- Champion the voice of the customer in cross-functional forums by presenting data-driven insights, recommendations, and business cases.
- Identify and address key customer journey pain points (onboarding, engagement, cancellation) using behavioral insights and controlled testing.
- Monitor, track, and report on core customer and retention KPIs, ensuring visibility for senior stakeholders.
- Refine customer experience strategy, including compensation policy, customer service guidelines, and incident communication.
- 3+ years of relevant experience in Project Management, Customer Experience, Analytics, Consulting, or a similar high-performance environment.
- Expert problem-solving skills with the ability to break down ambiguous problems into structured plans and actions.
- Strong analytical mindset with the ability to develop business cases and present insights in a credible, data-driven way to senior stakeholders.
- Experience driving cross-functional projects and aligning multiple stakeholders.
- Intellectual curiosity and a proactive approach to understanding the "why" behind customer behavior and business outcomes.
- Fluency in English (Nordic languages not required).
Above all, we're looking for people who will make HelloFresh better. We welcome diverse experiences — even if you don't tick every box, we'd still love to hear from you.
What We Offer (The Toppings)- A significant discount on your HelloFresh box
- Annual learning and development budget
- Subsidized healthy lunches
- Comprehensive relocation assistance and visa support (when applicable)
- Mental health support through online subscriptions
- Monthly pension scheme including health insurance benefits
- A diverse and vibrant international environment (35+ nationalities)
- The opportunity to make a real impact in a fast-growing, international company
- Additional perks: Discounts at neighboring gyms, company events, fruit & snacks in the office, and free Friday bar
Apply with your CV (in English). If we see a match, we'll invite you for an initial call to discuss what you can bring to the team. Successful candidates will proceed to an assessment focusing on key skills required for the role.
We will interview on an ongoing basis and close the position once we find the right match.
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