[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 with Headspace and Spill
• Childcare and company pension scheme benefit
• Company pension scheme

Are you up for a challenge?