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

<h2> </h2> <h2><strong>The Role</strong></h2> <p>As the <strong>Associate Director Customer Success (HF DACH)</strong>, 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.</p> <p>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.</p> <p><strong>This role is offered as a 15-month fixed-term contract (maternity cover, expected until end of 2027).</strong></p> <h2><strong>You will...</strong></h2> <ul> <li><strong>Act as the bar raiser for Customer Experience: </strong>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</li> <li><strong>Lead DACH Customer Success:</strong> Define and steer the Customer Success roadmap to align Product, Marketing and Operations domains.</li> <li><strong>Own the customer base:</strong> 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.</li> <li><strong>Drive strategic innovations:</strong> Spearhead high-impact projects such as onboarding and lifecycle initiatives to eliminate conversion and retention bottlenecks.</li> <li><strong>Institutionalize Voice of the Customer (VoC):</strong> Manage a decentralized network of "VoC Champions" across the business, turning qualitative sentiment and quantitative data (NPS, Trustpilot, Churn reasons) into prioritized operational fixes.</li> <li><strong>Act as a strategic counterpart to the cluster leadership team:</strong> 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.</li> <li><strong>Optimize & scale:</strong> Identify operational friction points and leverage AI or offshoring (HelloConnect) to automate insights and reporting, ensuring the organization remain