BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 27 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset. BESTSECRET has a strong track record of profitable growth over many years. It generated preliminary revenues of approx. EUR 1,415 million in 2024 and employs around 2,300 people from over 90 nations. The Group draws on a heritage of 100 years in the textile and fashion industry and today is owned by Permira Funds and the founding families Schustermann and Borenstein.
BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 27 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset. BESTSECRET has a strong track record of profitable growth over many years. It generated preliminary revenues of approx. EUR 1,415 million in 2024 and employs around 2,300 people from over 90 nations. The Group draws on a heritage of 100 years in the textile and fashion industry and today is owned by Permira Funds and the founding families Schustermann and Borenstein.
We are looking for an experienced professional who can blend logic, AI expertise, and customer empathy to create automated customer support experiences that feel natural, intuitive, and genuinely helpful.
Your Responsibilities
Shape the quality of AI‑assisted customer conversations
You take ownership of how our automated chat experiences work and feel. You analyze real interaction data and guide improvements that make conversations more human and solve customer’s problems with highest quality. You define when to use deterministic flows for reliability and when to deploy agentic AI for flexible, natural responses. You ensure smooth transitions between automation and human service.
Drive the rollout of new chat & voice technologies
You lead cross‑functional initiatives to introduce new automation features, voice capabilities, and messaging tools. You ensure that every launch strengthens trust, clarity, and customer experience.
Turn quantitative and qualitative insights into impact
You define and track conversational clarity, sentiment trends, successful handovers, and overall communication quality.
Champion cross‑team collaboration
You work closely with Customer Service teams, Process Experts and tech teams to ensure the customer experience is consistent across automated and human-assisted channels.
Raise the bar for conversation design
You mentor specialists in writing, structuring, and evaluating chat content. You help scale a culture of communication excellence across the organization.
Your Profile
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5+ years of experience in conversational design, customer communication, CX technology, automation, or related digital roles.
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Proven track record managing chatbots, conversational AI, or messaging-based customer interactions end to end.
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Deep understanding of human communication patterns, sentiment, tone-of-voice, and user behaviour in chat environments.
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Strong expertise in conversation flow design, including:
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Deterministic flows: structured, predictable, rule-based conversation paths.
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Agentic/LLM-driven systems: flexible, context-aware, generative interactions.
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Ability to choose the right approach for the right purpose.
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Comfortable analyzing chat logs, process flows and customer sentiment to guide improvements.
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Exceptional communication skills, able to coach teams and simplify complex ideas. You are fluent in English and German.
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A customer-first mindset with strong empathy and curiosity for how people interact digitally.
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At BESTSECRET, diversity isn't just a trend – it's our professional philosophy. We are dedicated to cultivating an inclusive workplace where everyone's unique talents and backgrounds are celebrated. Applicants from all backgrounds, experiences and perspectives are welcome to join us in our mission towards a more vibrant and inclusive future.
At BESTSECRET, diversity isn't just a trend – it's our professional philosophy. We are dedicated to cultivating an inclusive workplace where everyone's unique talents and backgrounds are celebrated. Applicants from all backgrounds, experiences and perspectives are welcome to join us in our mission towards a more vibrant and inclusive future.