Voice of Customer Manager

At Jimdo, our mission is to help small businesses start, grow, and ultimately thrive online. Small businesses face new challenges with very little support or recognition. We know how hard this can be, because we have been in their position. That’s where you can help us—by designing intuitive tools to help small businesses solve complex problems.

With a forward-leaning and self-driven attitude, we continue to find new ways to help our customers get their ideas out into the world. As a team we run at a steady pace to achieve what we aim for. We learn best by gathering data, trying new things, and sometimes even falling down along the way. It’s the lessons we learn in the process that make us better problem solvers for small business owners.

If you’re motivated by our mission and excited to roll up your sleeves, try new things, learn from mistakes, and make a difference to small businesses around the world, we would love to work with you.

Your Mission

As a Voice of Customer Manager, your goal is to represent our customers internally to ensure their valuable feedback is considered when decisions are made. You will be driving and shaping a process of collecting customer feedback, analysing data and ensuring that all the relevant stakeholders have the insights easily accessible. You will also make suggestions and create action items based on the insights and ensure these are proactively shared and followed up on.

This role is part of Support Operations and will work closely with other teams, such as Product, Support (Customer Success), BI, QA, etc.

Responsibilities

  • Developing and implementing processes to gather feedback that enables us to better understand the expectations and experiences of our customers
  • Gathering and understanding feedback throughout the customer journey via all channels of communication to improve our product and customer experience
  • Creating customer personas to establish empathy and understanding of the individuals who are using our product
  • Identifying and suggesting improvement initiatives for products, processes, and services
  • Preparing reports and presentations for different stakeholders and sharing feedback insights
  • Developing communication lines and taking ownership on product updates that impact our customers and making sure the information is shared with all relevant teams in a timely manner
  • Participating in various projects related to improving customer experience

Requirements

  • Strong analytical, communication, and presentation skills
  • Customer-focused and solution-oriented
  • Passionate about improving customer experience
  • Highly proactive and eager to take initiative with an ability to drive things independently
  • Experience with Jimdo products
  • Fluent in German and English
  • Strong skills in Google Suite and Microsoft Office

Elena will be happy to receive your application (CV and Motivation letter) in English or German and if you have questions regarding the application process, you might find the answer in our FAQ.