Head of Customer Engagement

Vor 2 Tagen

Zurich, Schweiz STASH Vollzeit

We deliver groceries and household articles in 10 minutes so that our customers have more time for the things that really matter to them.

We are redefining the way people buy groceries. Become part of the change by joining a great team dedicated to giving people back their time and creating a shopping experience that is 10x better than anything you've ever seen before.

For our fast-growing team, we are now looking for a Head of Customer Engagement.

Tasks

As the Head of Customer Engagement, you will be responsible for how our customers experience the STASH brand (you could think of yourself as the owner of WOW moments) with the goal of increasing clearly defined KPIs, such as order frequency, average order value, retention, revenue from existing customers and customer lifetime value.

You’ll be responsible for how STASH looks like, sounds like, feels like, and smells like to our customers. You’ll lead the process of brand building in close collaboration with the STASH executive board and our staff at the STASH Houses.
- You’ll analyze each touchpoint (digitally and physically) the customer has with our brand, and improve each touchpoint on the customer journey.
- You’ll orchestrate all communication to existing customers through all channels
- You’ll be very hands-on, if you’re afraid to leave the (home-) office, this job is not for you.
- With a strong focus on data, you’ll understand STASH’s core customer segments, their key journeys and experience issues, and develop scalable strategies to reduce churn, increase conversion, and grow customer lifetime value

It’s the sum of everything we do that creates a customer experience that feels 10x better than every other alternative out there. As the Head of Customer Engagement, you’ll play a key role in taking the customer experience to a new level.

**Requirements**:

- Track record of successfully increasing retention, conversion and CLV at a fast-growing scale-up.
- Experienced storyteller with excellent communication skills
- Ability to work autonomously in a fast-paced, constantly changing environment
- Working knowledge of creative concept ideation and testing to engage users across their lifecycle using engrossing messaging and creative content
- Experience informing your decisions with data and familiar with BI / reporting tools
- Self-motivated, hard-working, and with an entrepreneurial mindset
- Native German speaker and excellent command of English, French is a plus

Become part of one of the fastest growing startups in Switzerland and help us shape the new way how people buy grocieries (and soon other things as well).

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