Consumer Experience Manager

As a Consumer Experience Manager (f/m/d), for the Buyer Experience business area at Ratepay, you will play a vital role in managing the customer journey from purchase to payment, ensuring seamless experiences for our valued customers. You will be responsible for optimizing the entire area of the post-purchase experience, with a particular focus on customer service, while utilizing data-driven insights to drive decision-making processes.

YOUR ROLE

• Understand and manage the end-to-end consumer journey to optimize interactions and provide a smooth and engaging experience
• Develop and implement strategies to enhance consumer interactions and remove bottlenecks that may impact the consumer experience
• Improve automated customer communication throughout the customer journey via email, buyer portal and smartphone - in close cooperation with our experts from the Product and Engineering areas
• Optimize the post-purchase experience, focusing on customer service excellence
• Transform complex data into easily digestible formats, such as reports, dashboards, and presentations, providing a data-driven basis for decision-making - and including a clear call for action!
• Work closely with cross-functional teams, including Marketing, Sales, Product and IT, to align customer experience initiatives and ensure a holistic approach

• Bachelor's degree in Business Administration, or a related field (or equivalent practical experience)
• Proven experience in managing and improving customer journeys in an e-commerce or payments context - preferably in a startup, a financial services firm and/or a strategic consulting company
• Strong analytical and problem-solving skills, with the ability to transform complex data into actionable insights
• Excellent communication skills to effectively collaborate with cross-functional teams and stakeholders. Fluency in English is mandatory, German proficiency is a big plus
• Assertive personality with strong organizational and project management skills, good general technical understanding and a clear customer-first attitude

• Flexible working hours and hybrid working options to balance work and family life
• Surrounded by entrepreneurial people with plenty of room for creativity and new ideas
• A stable working environment (we are part of the Nexi Group - one of the biggest financial groups in Europe)
• Room for personal growth and professional development
• Trustful interaction in a welcoming team with flat hierarchies
• A highly diverse and culturally ambitious business with 40+ nationalities
• A challenging job in a rapidly growing industry
• The opportunity to work within a fast-moving industry leader combining modern technology and standards
  
  

BENEFITS

• Company and team events, knowledge exchange and the opportunity to contribute your ideas
• Generous private pension scheme - Ratepay matches 100% of your contribution up to 100 Euros per month
• The chance to get involved in social projects as part of our sustainability initiative
• Become a digital nomad: Work with Ratepay from any country within the EU for up to 3 months per year
• Annual BVG allowance to supplement the cost of public transport in Berlin
• Equipment support allowance
• Seasonal vaccinations, health checks and eye exams
• Self-care days
• 28 days vacation
• Employee Bereavement plan
• Social Friday, where employees can take a half day off to contribute to a community initiative
• Access to a corporate benefits platform where employees can get great discounts and offers for a range of online shops and activities
• Free language learning through Babbel as well as group live classes for those who want to improve their English or German
• access to learning platforms like Udemy for teams can attend conferences and, if included in their P&D goals, can attend additional training sessions.

We value our diversity and welcome everyone to our team, regardless of ethnic and social background, religious beliefs, worldview, gender, sexual orientation, physical and mental limitations, age, marital status, educational background and nationality.
With over 250 employees and 40+ different nationalities, we take our values seriously. These include; ownership, growth, integrity, collaboration, customer centricity and inclusion (4/6 of our C-Level Board members are female).