Senior Manager Global CX (f/m/d)

Your opportunity:

Ready for your next big ride? As our Senior Manager Global CX, you will act as an inspirational people leader and strategic architect--empowering a passionate, global team to reach their full potential, professionalizing our processes, and modernizing our tech stack. You will design and execute an omni-channel support strategy across a decentralized footprint, ensuring seamless brand alignment and service excellence between our European hub and dedicated US team.

Your Responsibilities

• Define and harmonize the global CX strategy across Europe and North America.
• Manage customer touchpoints for both D2C online shoppers and our Specialized Dealer Network (B2B).
• Lead and mentor a growing, passionate team, focusing on upskilling and building a high-performing culture.
• Implement clear KPIs, robust quality assurance (QA) standards, and defined career pathways.
• Evaluate and optimize a unified CX toolset, incorporating AI-driven automation, omni-channel telephony, and CRM integrations.
• Bridge digital support with physical product realities, including global standards for warranties, spare parts, and technical support.
• Translate global CX data (CSAT and NPS) into actionable insights for Product Development, Quality, and Operations teams.

Who are you:

• You bring 7+ Years of CX Leadership experience with a proven track record of heading customer experience and support teams at a senior level.
• You have experience operating within premium D2C, consumer goods, or outdoor durable industries.
• You have experience in managing decentralized teams, specifically bridging European (Austria) and US operations.
• You are skilled at establishing unified global support structures while respecting regional market nuances.
• You are passionate about scaling teams by implementing structured frameworks, QA programs, and standard operating procedures (SOPs).
• You possess the experience or a clear vision for how to integrate and leverage new technologies and systems within the CX area.
• You are fully proficient in English, German would be an advantage.

Salary

For this position, we offer you a gross monthly salary starting at EUR 5.000 on a full-time basis. Of course, we take into account your individual qualifications and experience and are willing to pay an appropriate overpayment. We will be happy to discuss details in person.

Who we are
Our sustainable and lightweight bikes have won awards and created a loyal customer base all over the world! We are an international, multicultural team with more than 15 nationalities. With over 170 employees it can be difficult to maintain the startup atmosphere, so we place a lot of emphasis on a friendly working atmosphere and extensive onboarding.

We focus on diversity and celebrate it. Equal opportunities for everyone and an anti-discriminatory personnel policy are particularly important to us.

About this job

Employment type: Full Time (Permanent employment)

Salary: from 5,000 EUR monthly

Seniority level: Project or Team Lead, Senior Position

Work model: On-site

Place of work: Wien

Field of work: Executives, Management, Sales, Customer Service

Unfilled vacancies: 1 vacancy unfilled for this position

About the company

Employer: woom GmbH

Number of employees: 101 - 500 employees

Locations: Wien

Details about this job

Full Time (Permanent employment)

• Monday to Friday
• 38,5 hours

Place of work

• Wien

Must-have skills

• CX Leadership

Required languages

• English B2

Nice-to-have languages

• German A1

Contact person

Jehona Jashari