We are REPA Deutschland GmbH, part of the REPA Group - Europe's leading distributor of spare parts for the catering industry, commercial kitchens, refrigeration technology and more. With over 95,000 items from more than 2,000 manufacturers, we offer the largest range on the market. Our 6 warehouses in Europe, 9 locations and over 1,000 employees guarantee fast and reliable service. Our affiliation with Parts Town, the American market leader in high-tech spare parts distribution, gives us even more power. Together we ensure that everything runs smoothly - whether it's a coffee machine, refrigerator or combi-steamer.
Work location: Bergkirchen | From the end of 2027: Unterschleißheim
In this role you lead REPA’s Digital Customer Experience Intelligence capability, providing the insights, data, customer understanding and analytical frameworks required to continuously improve customer experience, conversion, growth and operational efficiency across the entire Find It, Get It and Fix It journey.
The role serves as REPA’s center of excellence for customer intelligence, digital analytics, UX research and conversion optimization. It is responsible for transforming customer behavior, digital interactions, transactional data and operational signals into actionable recommendations that support REPA’s digital growth strategy, customer experience roadmap and commercial objectives.
As the organization’s leading expert in customer behavior and digital performance, this role ensures that strategic and operational decisions are grounded in evidence, customer needs and measurable business impact. The Director Digital CX Intelligence creates transparency across customer journeys, identifies opportunities for improvement and enables data-driven prioritization of investments across digital channels and platforms.
Customer Journey Intelligence
Build a holistic understanding of customer behavior across digital touchpoints
Identify friction points, customer needs, behavioral patterns and experience gaps
Develop customer segmentation, journey analytics and intent-based insights
Establish customer journey measurement and experience KPIs
Translate insights into prioritized business recommendations
Conversion & Performance Optimization
Lead conversion optimization and experimentation initiatives
Identify opportunities to improve conversion, search performance and engagement
Quantify sales leakage, abandonment and journey inefficiencies
Measure business impact of digital initiatives and platform enhancements
Support prioritization based on customer and commercial value
Customer Data & Analytics
Develop customer intelligence capabilities across web, commerce, service and support channels
Define KPIs, reporting standards and analytical frameworks
Partner with Data and Technology teams to leverage customer and transactional data
Deliver dashboards and executive reporting to support decision making
Promote data-driven decision making across Digital Customer Experience
UX Research & Customer Experience
Lead UX research, usability testing and customer feedback programs
Generate insights that inform design and platform improvements
Partner with UX/UI teams to improve usability and customer satisfaction
Validate concepts, features and journey improvements before implementation
Ensure customer needs remain central to digital experience decisions
Governance & Collaboration
Establish common customer experience metrics and reporting standards
Create transparency on customer experience performance across REPA
Partner with Digital CX Strategy, Customer Operations and eCommerce Platform teams
Collaborate with Marketing, Customer Service, Sales, Business Units and Technology teams
Act as a trusted advisor on customer behavior, digital performance and optimization
Required Experience
Leadership experience in Digital Analytics, Customer Insights, eCommerce Analytics or Digital Customer Experience
Expertise in customer journey analytics, behavioral analysis and UX research
Strong background in web analytics, conversion optimization and performance measurement
Experience developing KPI frameworks, dashboards and executive reporting
Ability to translate complex data into actionable business recommendations
Proven stakeholder management and influencing skills
Experience working across multiple countries and business units
Preferred Technology Landscape
Experience with modern digital analytics, customer experience, and business intelligence ecosystems, including tools such as Google Analytics, Adobe Analytics, Power BI, Looker Studio, Tableau, Contentsquare, Hotjar, and UserTesting Familiarity with CRM and Customer Data Platforms (CDPs), Voice of Customer solutions, A/B testing and experimentation platforms, UX/UI design tools, as well as AI-powered analytics and insight generation solutions is highly desirable.
In addition to a secure job in an internationally successful, fast-growing and family-friendly group of companies, you can also expect:
REPA welcomes diversity and is an equal opportunities employer. All qualified applicants are considered regardless of race, religion, skin color, national origin, gender, age, sexual orientation, gender identity or disability.
Do you have questions? We will be happy to answer them! Please send an e-mail to Nadine bewerbung.de@repagroup.com.
Have we sparked your interest?
Then apply today! We look forward to receiving your online application. :-)
REPA aims to simplify our customers' lives every day, worldwide, by providing them with a truly one-stop shop for the most comprehensive spare parts solutions for catering, coffee & vending, refrigeration and household appliances. With access to an unrivaled product portfolio, automated warehouses across Europe and proven technical and industry expertise, our team ensures next-day delivery of quality spare parts and accessories.
