Freie Stellen

Do you enjoy working with end-to-end customer journeys, and would you be excited by the prospect of a scale up culture at the heart of a 70 year of company with a track record of delivering innovation? If so, this is a rare opportunity to help build FOSS Go, our new commercial venture targeting farmers and cooperatives globally.

Purpose of the role

FOSS Go represents a new business model and customer relationship for FOSS. This role ensures that growth, operations, and technology translate into a consistent and valuable customer experience, protecting long‑term value creation rather than optimizing individual functions in isolation.

Customer Journey (Customer Experience) Manager is accountable for end‑to‑end customer journey performance for FOSS Go, from first interaction through onboarding, usage, support, retention, and advocacy.

The role ensures that FOSS Go delivers coherent, scalable, and high‑quality customer experience, implemented through the existing FOSS organization, in line with the FOSS Go business model and operating principles.

During the period towards and immediately following the first product launch, the role will also carry selected program management responsibilities to ensure that any remaining transformation initiatives critical to customer experience are completed, embedded, and fully operationalized.

Key accountabilities

• End‑to‑end customer journey ownership
  • Own the definition, coherence, and continuous improvement of the FOSS Go customer journey across all lifecycle stages.
  • Act as the single point of accountability for customer experience outcomes across Sales, Marketing, Digital, Support, Operations, and R&D touchpoints.
  • Ensure that customer journeys are designed and evolved to support scale, automation, and low‑friction interaction, consistent with FOSS Go’s B2C/B2B2C ambitions.
• Lifecycle performance management
  • Define, monitor, and continuously improve end‑to‑end customer lifecycle KPIs, including (but not limited to): Activation and onboarding success, product adoption and usage, customer satisfaction and experience quality, as well as retention, churn, and lifetime value
  • Identify customer experience risks, experience debt, and systemic friction points, and drive resolution through the relevant FOSS functions.
  • Ensure that customer insights are translated into clear priorities for improvement, automation, or process change.
• Cross‑functional orchestration (no parallel organization)
  • Act as an orchestrator, working through existing FOSS functions rather than creating a standalone operational team.
  • Collaborate closely with Sales Development Manager (conversion, pricing, commercial flows), Head of Marketing (acquisition, positioning, funnel entry), Customer Support, Digital, and Product teams (post‑sale experience and adoption)
  • Align stakeholders around shared customer outcomes, resolving cross‑functional issues where ownership or incentives create friction.
• Pre/Post‑launch program and transition management
  • Own and drive the completion of remaining transformation initiatives that are critical to delivering the intended FOSS Go customer experience at launch.
  • Ensure structured handover from the FOSS Go transformation program into steady‑state operations
  • Where required, apply program management discipline (planning, tracking, escalation) to ensure delivery without re‑creating a permanent program structure.
• Automation and scalability focus
  • Champion an “automation‑first” mindset in customer‑facing processes.
  • Work with Digital and functional teams to ensure that manual, people‑dependent activities are minimized and scalable solutions are prioritized.
  • Ensure that customer experience design supports global scale without proportional headcount growth.
• Governance and decision support - providing fact‑based input to the FOSS Go Director, Steering Committee, and Advisory Board on customer experience performance and risks.

Success criteria

The role is successful when:

• The FOSS Go customer journey is clear, measurable, and continuously improving
• Customer lifecycle KPIs show sustained health post‑launch
• Cross‑functional customer issues are resolved quickly and structurally
• Remaining transformation initiatives are fully embedded into operations
• FOSS Go can scale without fragmentation, firefighting, or experience degradation

Your profile

• Proven experience in Customer Experience, Customer Journey Management, or a related field.
• Experience managing end‑to‑end customer journeys or customer experience
• Strong ability to translate customer insights and data into clear priorities and measurable improvements.
• Proven track record of working cross‑functionally with Sales, Marketing, Support, Digital, and Product
• Comfortable driving automation-first, scalable processes that reduce friction and support global growth.
• Solid analytical skills and experience with lifecycle metrics such as onboarding, adoption, satisfaction, retention, and churn.
• Ability to manage transition and change initiatives, especially during launch phases.
• Clear communicator with strong stakeholder alignment skills and a bias for simplicity and execution.

Apply now

Apply by pressing the link below. We look forward to receiving your application!

FOSS is committed to maintaining an inclusive culture and a diverse workforce. You can help us sustain an unbiased recruitment process by not including photo or age in your application.

FOSS

Today, more than 8 billion people around the world are dependent on nutritional food. Tons of food being produced in a million different ways and under varying conditions, creating challenges all the way from field to fork. One of them, obviously, being the effects it has on climate change. 

FOSS helps the world’s 100 biggest food companies and more than 40,000 others around the world navigate exactly that with intelligent, data-driven and innovative analytical solutions. We are making sustainability a better business and we’re doing so as global market leader in our field – improving food quality, minimizing food waste, ensuring food safety, and securing fair payment.

Join a pioneering and innovative company in the food and agriculture industry. A company on a mission, with offices all around the world and 1,750 talented colleagues across 34 different countries.