Customer Journey Owner – Shipments & Returns

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Customer Journey Owner – Shipments & Returns Are you passionate about optimizing customer experiences and improving logistics processes? As a Customer Journey Owner for Shipments & Returns at vidaXL, you will be the driving force behind enhancing the delivery and return experience for our customers. Your goal is to ensure a seamless and efficient journey that combines customer satisfaction with operational excellence.

You will:

• Map and analyze the end-to-end customer journeys for order delivery and returns;
• Identify journey pain points using customer feedback and operational data;
• Collaborate with internal teams such as Logistics, Customer Service, and Carriers to improve workflows;
• Propose and implement process improvements based on root cause analysis;
• Align all journey enhancements with overall business objectives and a customer-first mindset;

We offer:

• The chance to grow in a fast-growing company;
• Travel allowance of 0,23 cents per km;
• Non-contributory pension;
• 25 vacation days (on a full-time basis) with the possibility to buy 10 more;
• 8% holiday allowance;
• 20% discount on all vidaXL products;

You have:

• 4–5 years of experience in customer experience, product, project, or journey mapping roles;
• Solid understanding of operational and customer-centric processes; logistics experience is a big plus;
• Strong analytical skills and experience with tools such as Zendesk, Looker, and CRM platforms;
• Excellent communication and stakeholder management skills across various departments;
• Ability to work in a fast-paced environment, manage priorities, and deliver measurable improvements;

Why vidaXL

vidaXL is a major player in the ever-growing world of e-commerce. Since our foundation in 2006, we've expanded our global reach, serving millions of customers with a vast selection of products for every aspect of their lives. Our bold and down-to-earth approach sets us apart. We embrace challenges, take chances, and try new things every day to provide our customers with the best possible experience. We believe in our people and love investing in their personal growth. We offer the freedom to seize opportunities, thrive, and grow alongside a global e-commerce leader. Join us to growXL!