Customer Engagement Specialist(m/f/d)

  Engineered in Berlin. Driving the Future of Europe.
 At AUTODOC, we are proud to be a homegrown European success story. Founded in Berlin in 2008 and still headquartered in the heart of the continent today, we have evolved from a local specialist into Europe’s leading online platform for the automotive aftermarket.
 Our strength lies in our unique identity: we are a digital-first, e-commerce powerhouse with strong German roots and an expansive reach across 27 European countries. This continental focus allows us to blend our heritage with high-tech innovation, staying agile and closely connected to the markets we serve.
 Today, our team of more than 5,500 professionals from over 50 different countries is redefining mobility through cutting-edge technology. Bring your talent and expertise to a company that is building a sustainable, tech-driven future for drivers everywhere.

 Come join us and impact the future of AUTODOC!

• Drive global end-to-end management, tracking, and strategic analysis of NPS (Net Promoter Score) and CES (Customer Effort Score).
• Identify underlying technical bugs and procedural friction points by systematically analyzing low customer scores.
• Capture qualitative insights from detractors and promoters through voice surveys, follow-up calls, and multi-channel feedback mechanisms.
• Analyze customer contact histories and Call Center (CC) verifications to uncover systemic issues driving detractor sentiment and quantify their impact on NPS.
• Escalate emerging positive and negative customer trends to leadership with actionable recommendations for operational improvement.

• Experience: 2+ years of experience in Project Management, Customer Experience (CX), or Customer Insights roles.
• Languages: English (B2+ level), Russian (B2+ level).
• Hard Skills: Advanced proficiency in Microsoft Office / Google Workspace, hands-on experience with modern AI productivity tools (e.g., Claude, Grok, ChatGPT), and familiarity with CX/NPS platforms (e.g., Qualtrics or similar), basic-to-intermediate skill in Excel/Google Sheets (pivot tables, standard formulas) or BI tools (Power BI, Tableau) to visualize survey trends. 
• Soft Skills: Strong analytical mindset, high emotional intelligence (empathy), proactive ownership, exceptional cross-functional collaboration, and communication skills, ability to translate raw customer feedback into clear, actionable requirements.

• Full time contract (40 hours a week)
• Monday – Friday, 8:00am - 17:00pm, 2 days a week days off
• Annual vacation of 25 working days and 1 additional day off on your birthday
• Day off on Municipality day and Carnaval
• Meal Allowance (8 euros per working day)
• Fidelidade Healthcare Plan (Comprehensive health coverage with the option to include your partner and children at discounted rates).
• Mental Wellbeing Program through the OpenUp platform
• AUTODOC corporate discount for purchasing car parts at special rates for personal use
• Exclusive retail discounts via our ‘Benefits at Work’ portal
• Learning & Development (over 650 courses on soft and hard skills on our e-learning platform)
• Flexible working hours and hybrid work