(Senior) Manager Customer Experience (f/m/d)

About ALEMI

ALEMI is a fast-growing premium handbag brand from Zurich, created for modern women who want both elegance and functionality in their everyday lives.

Our bags are handcrafted in Italy from high-quality leather and designed to support ambitious women through work, travel and everything in between.

The Role

You will take ownership of how customers experience our brand online.

This role sits at the commercial core of our business. You will shape webshop performance, drive conversion optimization and continuously improve the digital buying journey.

You identify friction, challenge the status quo and translate insights into action. You think in funnels, segments and measurable impact – and you enjoy working hands-on, close to the product, the data and the execution.

You will play a key role in scaling a profitable, fast-growing premium D2C brand and directly influence revenue growth through smarter digital experiences.

Your Responsibilities

• Optimize the customer journey from first visit to purchase and beyond
• Improve conversion rates across the funnel and identify friction points
• Segment customer groups and tailor content, offers and messaging
• Collaborate with UX/UI designers to improve the shopping experience
• Optimize homepage, navigation, landing pages, PDPs, cart and collections
• Conduct A/B tests and implement new website elements
• Own CRM campaigns across email, SMS and lifecycle flows
• Build and improve automated flows such as welcome, abandoned cart and win-back journeys
• Personalize messaging and product recommendations to increase retention
• Use AI tools to improve personalization, testing, reporting and content optimization
• Own product presentation within the webshop, including PDPs, collections and educational content
• Monitor and improve KPIs such as Conversion Rate, Revenue per User, Repeat Purchase Rate, Customer Lifetime Value and CRM Revenue Contribution

What You Bring

• Strong e-commerce experience with a testing and optimization mindset
• Ability to think in funnels, customer journeys and customer segments
• Strong understanding of UX/UI structures and digital buying flows
• Experience with A/B testing, analytics and CRM tools
• Hands-on experience with Shopify, Klaviyo, Google Analytics or similar tools
• Confident use of AI tools such as ChatGPT or Claude
• Strong ownership mentality and data-driven thinking
• Fluent in German and English

Why Join ALEMI

• Direct influence on growth and business performance
• High level of ownership and autonomy
• Opportunity to shape the digital experience of an international premium brand
• Flexible fully remote working model
• Modern tech stack and data-driven environment
• Product perks, employee discounts and regular team events
• International, ambitious and supportive team