Customer Engagement Specialist(m/f/d)

About the Position

Customer Engagement Specialist(m/f/d)

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.

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.

We are looking for a Customer Engagement Specialist to join our team in Berlin. This role will drive global end-to-end management, tracking, and strategic analysis of NPS (Net Promoter Score) and CES (Customer Effort Score).

Responsibilities

• Drive global end-to-end management, tracking, and strategic analysis of NPS and CES.
• 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 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.

Requirements

• 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)
  • 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

Additional Information

• Full-time contract (40 hours a week)
• Work Schedule: Monday – Friday, 8:00am - 17:00pm, 2 days a week days off
• Benefits:
  • 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

About the Company

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.

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!