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 opportunitie