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About the Role
As a Customer Lifecycle Manager, you will be responsible for the holistic definition and further development of the FlixTrain customer experience, from the initial booking interaction to arrival at the destination. You will report directly to the Director Customer Product & Ancillaries, form the strategic foundation for all product and communication-related decisions within the team, and act as the central point of contact for all customer-facing topics within FlixTrain.
Responsibilities
- Develop target customer journeys.
- Analyze customer segments based on data to understand their needs and expectations from FlixTrain.
- Define FlixTrain positioning and USPs per segment in alignment with the Brand Team.
- Develop the customer journey as a target state for product decisions and prioritization.
- Define the desired customer experience at each touchpoint, ensuring consistency across all channels.
- Conduct gap analysis between the target state and the current situation to define solutions.
- Identify and prioritize solutions and features through user research and testing in collaboration with Customer Product Managers and internal experts.
- Define the commercial offer for FlixTrain, including fare classes and bundles, to create relevant offers and maximize revenue.
- Ensure that agreed-upon elements are delivered by monitoring scope, timeline, and priorities as a stakeholder.
Requirements
- Minimum of 5 years of experience in Customer Experience, Product Management, or a comparable role.
- High affinity for train travel and motivation to understand the operational and technical processes behind it that influence customer experience.
- Strong analytical and conceptual skills combined with a keen sense for customer needs and user-centricity.
- Experience working with cross-functional teams (e.g., Tech, Brand, Revenue Management, Operations).
- Structured, self-reliant way of working, paired with a challenger mentality and the drive to improve the status quo.
- Strong communication skills at all levels, from operational details to management presentations.
- Fluent German and English, both written and spoken.
- We value a holistic view – even if you don't meet 100% of the requirements, but believe you can make a difference, we encourage you to apply.
Skills
- Customer Experience
- Product Management
- Data Analysis
- User Research
- User Testing
- Cross-functional Team Collaboration
- Communication
- Analytical Skills
- Conceptual Skills
- User-Centricity
Location
- Germany
Work Type
- Full-time
Experience Level
- Minimum 5 years
Benefits
- Secure jobs
- Attractive additional benefits
About the Company
- At Flix, we focus on making travel simple, safe, and affordable – for our passengers and our employees.
- Things move fast here, and there is plenty of room to make a difference.
- We are growing and developing daily and are looking for people who are ready to get involved and help shape the way we work.
- If you are looking for a job where you can grow and make an impact, FlixTrain is the right place for you.
- Here you can become part of a team where your contribution counts and you can shape your own journey!