Voice of Customer Manager

Mission

• Design and continuously evolve a scalable Voice of Customer framework tailored to a multi‑city, bike‑sharing environment
• Define how, when, and where customer feedback is collected across the rider lifecycle (onboarding, rides, payments, issues, churn, etc.)
• Analyze customer feedback from support interactions, surveys, app signals and operational data
• Translate insights into clear, prioritized recommendations with defined business impact
• Partner with Product, Operations, Marketing and Customer Support
• Drive teams in implementing VoC‑driven initiatives and track outcomes
• Own the VoC tool stack
• Ensure data quality, consistency and accessibility
• Report progress to leadership

Profile

• Bachelor’s or Master’s degree in Business Administration, Marketing or a related field
• Fluent in German and English, written & spoken
• Extensive experience in Voice of Customer, Customer Experience, Customer Insights or related roles
• Proven experience designing and running a VoC program end‑to‑end
• Demonstrated experience applying agile project management and design thinking in cross‑functional environments
• Strong analytical skills with the ability to link customer feedback/data to operational and commercial KPI
• Experience working cross‑functional in product‑led organizations
• Deep customer empathy paired with pragmatic business judgment
• Ability to influence decisions and drive change
• Strong plus: experience in mobility, marketplaces, SaaS or consumer app‑based business

Benefits

• Make an impact: work on projects that have a real impact for you and those around you
• Work‑life balance: hybrid work with focus time in the FlexOffice and at least two days of co‑working at HQ; up to 4 weeks of workation per year in another EU country
• Time to recharge: 30 days of holiday; option of a sabbatical for a longer break
• Cash on top: monthly SpenditCard for extra shopping boost
• VIP shopping: exclusive deals and discounts on various brands through corporate benefits network
• Body & Mind: investment in well‑being (workshops, health checks & more)
• Team spirit: flat hierarchies and a culture where every voice counts
• Global vibes: work with colleagues from all over the world
• Nextbike for free: grab a bike and stay flexible

Salary: EUR 45,000 – 65,000 per year