Role Description Du verantwortest die ganzheitliche Steuerung und Optimierung der Customer Journey mit einem klaren app-first Mindset. Ziel ist ein reibungsloses, relevantes und inspirierendes Einkaufserlebnis sowohl in DACH als auch international – von Inspiration bis zur effizienten Produktfindung – sowie die nachhaltige Steigerung der Conversion Rate. - Du steuerst und optimierst die Shop- & Navigationsstruktur (Kategorien, Filter, Rankings etc.) für Web & App. - Du monitorst und analysierst kontinuierlich die Customer Journeys und leitest konkrete - bei Bedarf länderspezifische - Optimierungen ab. - Du nutzt Analyse- sowie Testing-Tools und bist für die Planung, Umsetzung und Auswertung von A/B-Tests (z. B. Module, Sortierung, Filterlogiken, Einstiege) verantwortlich. - Du leitest Anforderungen für neue Features, Module und Journey-Optimierungen in Zusammenarbeit mit dem digitalen Produktmanagement ab und priorisierst diese. - Du arbeitest u.a. mit UX/Research, um qualitative Customer Insights in die Journey-Optimierung einfließen zu lassen. Qualifications - Mindestens 7 Jahre Berufserfahrung im E-Commerce mit Fokus auf Customer Journey, Online-Vermarktung, Digital Merchandising, CRO oder UX-Optimierung. - Ausgeprägtes Verständnis für Kund:innenbedürfnisse, digitale Customer Journeys und App-First-Logiken; Erfahrung in der Fashion- und Lifestyle Branche / Premium E-Commerce wünschenswert. - Stark ausgeprägte analytische Fähigkeiten sowie hohe Affinität zu Zahlen, KPIs und datengetriebener Steuerung; sicher im Umgang mit Analytics- und A/B-Testing-Tools. - Strukturierte, eigenverantwortliche Arbeitsweise, hohe Umsetzungsstärke, hands-on-Mentalität und Freude an Verantwortung. - Erfahrung in der Zusammenarbeit mit unterschiedlichen Stakeholdern und in cross-funktionalen Setups. - Souveräne Kommunikation auf Deutsch; Englisch wünschenswert. Benefits - Wertschätzung, die spürbar ist. - Freiwilliges Urlaubs- und Weihnachtsgeld sowie Zuschüsse zur Altersvorsorge. - 30 % Mitarbeitendenrabatt, auch für Deine:n Partner:in, inklusive Gastronomie und Friseur. - Ab dem 5. Jahr erhältst Du zusätzliche Urlaubstage. - Zuschuss zu Deiner Urban Sports Mitgliedschaft. - Von Trainings bis zu Führungsprogrammen. - Bis zu 30 Kalendertage im Jahr in ausgewählten europäischen Ländern. - Über Gehaltsumwandlung kannst Du Dir zusätzliche Urlaubstage sichern, ergänzt durch Sabbatical-Option. - Mit Company Bike Dein Wunschrad oder E-Bike unkompliziert leasen. Company Description Fashion und Lifestyle, 6.500 Mitarbeiter:innen, 13 Department Stores, Online-Shops in Deutschland, Polen, Österreich, Belgien, Luxemburg, Spanien, Italien, Tschechien, den Niederlanden und der Schweiz, über 2.000 Marken, 25 Restaurants & Confiserien, 15 erstklassige Services, drei Friseur-Salons und stets ein besonderes Einkaufserlebnis – das ist Breuninger. Ein Traditionsunternehmen, das internationale Wege geht, seine Ziele klar definiert und innovative Möglichkeiten schafft.

Role Description As a Customer Success Manager at FORM, you will be a trusted strategic partner to the world’s leading Consumer Goods, food & beverage, and retail brands—empowering them to unlock the full value of the GoSpotCheck field execution platform. You’ll guide customers from kick-off to go-live, deliver hands-on training, and drive adoption of FORM’s rapidly expanding AI capabilities, including Image Recognition. You’ll dig into your customers’ data and business rules, surfacing actionable recommendations on platform configuration, data integrity, and best practices. Most importantly, you’ll build authentic, lasting relationships with key stakeholders across your portfolio—consistently demonstrating the ROI of our partnership and positioning FORM as an indispensable part of their operations. Requirements - We’ll empower our customers to own and expand their use of GoSpotCheck. - We’ll provide thoughtful GoSpotCheck solutions and recommendations to help resolve new and existing customer pain points. - We’ll provide customer training on the GoSpotCheck platform and consultation to help the customer maximize their use of the solution and minimize platform pain points/shortcomings. - We’ll provide managed services to the customers either directly or via the CS Operations team to augment the customer’s role in administration and management of their platform solution. - We’ll consistently communicate our strategic value and demonstrate GoSpotCheck’s ROI for our customers throughout their lifecycle. - We’ll manage competing priorities across a dynamic book of business; your ability to triage, focus on the highest-impact work, and execute with urgency is what will set you apart. - Through Executive Business Reviews, Strategic Planning sessions, and day-to-day communication, we’ll reinforce the value our customers receive from GoSpotCheck. - We’ll retain and grow our portfolio organically; thanks to the solid foundation you’ve established for your accounts. - We’ll be accountable for portfolio health: tracking customer health scores, NRR (Net Revenue Retention), and GRR (Gross Revenue Retention) to proactively identify risk and expansion opportunities before they surface in a renewal conversation. Qualifications - You have 2-3 years’ experience managing B2B customers. Bonus points for managing Enterprise customers and/or portfolio of $2M ARR or more. - You are comfortable working directly with executives and senior-level management. - You’ve managed simultaneous projects in a customer-facing role where you were directly accountable for delivering data-driven results. - You love data and may have been a data analyst in a past life. You can explain relational database concepts, have advanced Excel skills, and have even written a SQL query or two over the years. - Experience in Image Recognition (IR) or AI/Deep Learning is a huge plus. - Your written communication is exceptional: concise, persuasive, and empathetic. - Your verbal communication is exceptional: clear, on-point, and confident. - You have a proven track record of building successful relationships with customers, and one or two of them would even be willing to serve as a reference. - You have a history of retaining and growing your customer portfolio. - Having too much work and not enough time doesn’t make you come unglued - You understand how to prioritize and focus on what is important. - You look forward to collaborating and building relationships with many other teams throughout the company. - You’re curious about AI and comfortable helping customers adopt new technology. Bonus points if you’ve worked with Salesforce, Claude or have experience explaining AI-driven features like image recognition or automated compliance scoring to non-technical stakeholders. - You have completed a bachelor’s degree. - You appreciate and align with our company values. Benefits - Remote-first work environment. - Generous medical, dental, and vision insurance coverage. - Company-paid life and disability insurance. - 401(k) retirement plan available. - Paid parental leave. - Flexible vacation policy – take the time you need when you need it. - Company-provided work equipment. - Opportunities for internal growth and career development. Compensation $75,000 – $85,000 annually, base salary. Exact compensation may vary depending on skills, experience, and location within the United States. This is a full-time W-2 position. Employment is contingent upon successful completion of standard employment verification (I-9) and background checks. Candidates must be authorized to work in the United States without the need for sponsorship. Final candidates located in the United States will be required to undergo a criminal background check through Checkr. Any background check will be conducted in compliance with applicable laws and regulations.

Role Description We are looking for a Quality Assurance Specialist who will be responsible for monitoring and improving the quality of customer interactions across multiple communication channels. The role focuses on ensuring service excellence, compliance with internal standards, providing actionable feedback, and driving continuous improvement within Customer Support and Customer Care teams. Main Responsibilities - Conduct quality assessments of customer interactions across multiple communication channels, including live chats, emails, phone calls. - Perform regular quality reviews using automated monitoring tools and manual evaluation methodologies. - Assess communications against internal quality standards, compliance requirements, regulatory expectations, and customer service best practices. - Monitor the quality of interactions handled by Customer Support and Customer Care Teams. - Identify performance gaps, recurring issues, and opportunities for process improvement. - Provide detailed quality evaluations, reports, and actionable recommendations to team leaders and management. - Conduct regular 1:1 coaching and feedback sessions with agents based on quality monitoring results, ensuring adherence to company standards, regulatory requirements, and customer service excellence. - Support employee development by providing constructive feedback and guidance on communication quality and customer interaction standards. - Prepare quality scorecards, performance reports, and trend analyses. - Create, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English. - Participate in calibration sessions to ensure consistency and accuracy of quality assessments. - Collaborate closely with the Global Head of Customer Success to drive continuous improvement initiatives. - Contribute to the development and optimization of quality assurance processes and automated quality monitoring systems. - Ensure consistency, professionalism, and accuracy across all customer-facing communications. Qualifications - Minimum 2 years of experience in a Quality Control, Quality Assurance, or Quality Monitoring role within a Forex, CFD, Brokerage, Financial Markets, or FinTech company. - Strong understanding of Forex and CFD products, trading platforms, brokerage operations, and customer lifecycle management. - Proven experience evaluating chats, emails, phone calls, and client interactions against established quality standards. - Fluent English (C1-level) with excellent written and verbal communication skills. - Strong business writing skills with the ability to create professional documentation, procedures, presentations, and operational guidelines in English. - Experience conducting quality reviews, providing feedback, and coaching employees based on performance assessments. - Excellent analytical, organizational, and problem-solving skills. - Strong attention to detail and ability to work with large volumes of information. - Experience using CRM systems, ticketing platforms, and quality monitoring tools. - Ability to work independently and manage multiple priorities in a fast-paced environment. Benefits - Quarterly bonuses based on Company performance. - 24 working days of annual leave. - Corporate events and team building activities. - Udemy Business unlimited membership & language training courses. - Professional and personal development opportunities in a fast-growing environment.

Manage trade planning and financial analysis, develop promotional calendars and forecasts, utilize trade management tools, and ensure accurate communication of promotional pricing and trade spend metrics.