About this role
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 t