Find the perfect Customer Experience Managers in Germany in minutes from 15,000 CVs with the power of AI
Bring in customer journey design, VoC analysis, service recovery, CRM workflows, and cross-channel process improvement. Get fast, precise matching with vetted, available freelancers who can improve the experience end to end.
About the role
What they do
Customer Experience Managers shape how customers feel across the full journey. They turn feedback, service data, and business goals into clear actions for support, sales, product, and operations.
- Map customer journeys and pain points
- Review feedback from surveys, tickets, calls, and reviews
- Define service standards and experience playbooks
- Align teams on fixes, ownership, and follow-up
- Track improvements across channels and touchpoints
Where they help
Companies bring in a Customer Experience Manager when the experience is inconsistent, complaints are rising, or teams work in silos. They are also useful during launches, rebrands, CRM changes, contact center redesigns, or service model shifts.
In Germany, they often support mid-size firms, e-commerce brands, B2B service teams, and regulated industries that need structured customer communication and reliable handoffs between departments.
Core skills
A strong CX manager combines service thinking with analytical discipline. They know how to read customer data, run workshops, and get changes implemented without turning the work into theory.
- Customer journey mapping and service blueprinting
- Voice of Customer analysis and root-cause review
- KPI design for NPS, CSAT, churn, and retention drivers
- Stakeholder management across support, product, and operations
- Workshop facilitation and change coordination
Tools and methods
Freelance Customer Experience Managers often work with CRM systems, ticketing tools, survey tools, BI dashboards, and journey mapping formats. Common methods include service design, process analysis, customer feedback loops, and experience governance.
They may also work closely with CX leads, customer service managers, UX researchers, and CRM managers. In many cases, the value is not in a single tool, but in connecting data, teams, and actions.
When to hire freelance
A freelance Customer Experience Manager makes sense when you need focused support for a defined problem, a short initiative, or a temporary gap in the team. It is a practical choice when internal ownership exists but the company needs outside structure, speed, or neutrality.
This setup works well for remote collaboration in Germany, with occasional on-site workshops where alignment across teams matters. It also helps when the role needs both customer insight and practical rollout across several departments.
What strong professionals stand out on
The best Customer Experience Managers do more than report on feedback. They make priorities clear, connect findings to business impact, and keep change moving after the workshop ends.
They are especially strong when they can:
- Translate vague customer complaints into concrete actions
- Balance customer needs with operational reality
- Work with data without losing the human side of service
- Influence teams that do not report to them
- Deliver changes that can be maintained after the project ends
Meet FRATCH Customer Experience Managers
Sebastian Zwiesler
Project Manager & Business Consultant AI & CX
Last position:
CRM Consultant at Adevinta / kleinanzeigen.de
- Goal: Development and optimization of loyalty and CRM measures for a leading e-commerce platform
- Solution: Identification of promising users, increase in engagement, and long-term retention to drive revenue growth
- Definition of local CRM direct communication for specific segments
- Translation of research insights into actionable recommendations
- Planning and implementation of CRM campaigns in close collaboration with marketing and product teams
- Identification of optimization potential in direct communication
- Collaboration with external agencies on creative solutions, prototyping, and UAT
- Measurement and reporting of key KPIs
Ralf Roßkopf
Project and Interim Manager Marketing | CRM | CX
Last position:
Program and Campaign Management at PAYBACK GmbH
- Project management in the area of "Campaign, Offer and Performance Management Classic" for PAYBACK partners from the retail, FMCG and financial services sectors
- Campaign planning, development and implementation of offer-specific concepts and measures for the channels newsletter, digital advertising (web and app), stand-alone mailings and the print mailing "PAYBACK points overview"
- Coordination with PAYBACK program partners (including American Express, Netto, EDEKA, Marktkauf & Trinkgut), PAYBACK specialist departments and agencies
- Documentation of tasks and processes as well as onboarding of the future role holder
Edgar Behrend
Operations & Customer Experience Lead
Last position:
Operations & Customer Experience Lead
Strategic management of daily operations to ensure smooth processes in high-level customer service.
- Implementation and monitoring of performance KPIs to increase operational efficiency.
- Advising clients on optimizing their service workflows and customer journey.
Johann Merkel
CX/CRM/Marketing Automation Project Manager with a strong focus on business analysis, transformation, and technology
Last position:
Project Manager at Staffing services provider with a focus on Finance & Controlling
- Building a central data model to consolidate data from CRM (ATS), online marketing, HR, and finance
- Integration of various data sources (including Sistrix, eTracker, HR Works, finance systems)
- Creation of a unified data basis for reporting and management
- Design and setup of the data structure
- Business analysis and definition of KPIs
- Coordination of data integration and alignment with business departments
- Consolidation and normalization of heterogeneous data sources
- Building an initial prototype in Excel
- Further development and implementation in Microsoft Power BI
- Central, consolidated data basis across multiple business areas
- Transparent management of CRM/ATS, marketing, HR, and finance KPIs
- Establishment of scalable BI reporting based on Power BI
Tom Witkovsky
Interim Customer Experience Manager, Indirect Sales Systems
Last position:
Interim Customer Experience Manager, Indirect Sales Systems at badenova Energie GmbH
- Modeling customer journeys and touchpoints for indirect sales partners
- Modeling and optimizing clearing processes
- Prioritizing and cleaning up the backlog of existing applications for sales partners
- Optimizing billing and service processes for sales partners
- Requirements management for replacing and rebuilding the system based on a no/low-code platform
- Supporting the implementation of a group-wide customer experience management system
- Managing external service and implementation partners
Christian Reschke
Founder and Managing Director
Last position:
Founder and Managing Director - Management Consulting, Digitalization, Organizational Development, Customer Experience at schrift52 GmbH
We are a consulting company for digitalization in the B2B mid-market.
With more than 25 years of entrepreneurial experience in the areas of digitalization, strategy, and organizational development, we support you - pragmatically, in partnership, and always with a focus on your business goals.
More info about the company at [link]
Dimitri Nachtigal
Visual Design Lead, Library GUI Architect, Designer, Illustrator, Motion Designer, Design Prototyper
Last position:
Visual Design Lead, Library GUI Architect, Designer, Illustrator, Motion Designer, Design Prototyper at Vodafone Group Plc
- Work on consumer IoT products focusing on user experience and customer journeys.
- Define visual guidelines and branding for IoT services.
- Design and expand atomic design systems for scalable digital interfaces.
- Support existing products and services with visual and interaction design.
- Create motion designs and prototypes for concept validation.
Dirk Werner
CX & Service Transformation for Scaling Companies | Ex-Site Director | 25+ Years of Leadership
Last position:
Senior Consultant, CX, C-Sat, Customer Value Management at ojuto GmbH
Customer service reorganization at DCS Digital Charging Solutions, Munich
Management of nearshore service providers
Implementation of scorecard, quality management and CSAT definitions, customer loyalty
Customer service reorganization strategy at TWS Total Webhosting Solutions Group, Amsterdam
Brand consolidation
Webhosting mass market customer service strategy
Quality management and CSAT management definition, upselling
Provider strategy for nearshore customer service, RFP process at Advanzia Bank, Luxembourg
Definition of upsell campaigns for business customers from ISDN to NGN (VoIP) at 1&1 Versatel GmbH
Customer approach, migration conditions, order entry, service delivery, end-to-end processes, customer communication
Definition of customer service processes (telco, mass market, use cases) at E.ON Broadband, Avacon Connect GmbH, Berlin and Sarstedt
Order entry, field sales processes, commission accounting, CRM system requirements (MS Dynamics), service provider management
Definition of service sheets for phone and written contacts (skill definition, forecasting process, SL measurement, quality measurement, scorecard, bonus-malus) at Lechwerke (LEW), Augsburg
Support in the tender process for selecting service providers
Daniela Reith
Customer Experience Manager
Last position:
Analyst & Stakeholder Manager at IT Service Provider in the Banking Sector
Initial situation: The existing Active Directory is to be deactivated to consolidate the system landscape. The goal is the structured rebuild of a streamlined, future-proof Active Directory.
Tasks:
Identify owners and IDs of the different components
Stakeholder management
Facilitation & impediment management
Customer benefit: Creation of a current, secure, and compliant Active Directory structure as the basis for efficient user and rights management in the future IT landscape.
Heiko Mock
Project Manager
Last position:
Project Manager at PAYBACK
- Directed a global marketplace implementation project, coordinating teams across three continents.
- Served as a proxy to the overall Project Manager, ensuring seamless alignment between local and central stakeholders.
- Acted as the German-speaking lead to maintain clear communication with the client.
Srinivasan Gowrishanker
Senior Director, Customer Experience
Last position:
Senior Director, Customer Experience at Unknown Company
- Architected and scaled the global professional services and presales organization from the ground up, taking full P&L ownership to drive customer onboarding, delivery, and expansion.
- Built & empowered high impact teams.
- Automated delivery & efficiency of internal tools & processes using AI & established structured customer advocacy programs.
- Established strategic framework for tracking, improving key metrics: Revenue (Recurring & One-time), Profitability, OB Churn & Net Retention, CSAT, LTV, TTV, eNPS, & created robust reference account networks.
Markus Müller
Interim COO, SVP Customer Service & Customer Experience, SVP Operational Excellence
Last position:
Independent Consultant, Interim Manager & Coach at MMC | CX Advisory
Jörg Stahlbock
Freelance strategy consultant and specialist for premium customer experiences
Last position:
Freelance strategy consultant and specialist for premium customer experiences at Freelance strategy consultant and specialist for premium customer experiences
Discover over 15,000 top freelancers
Customer Experience Managers statistics
Aggregated from the professional profiles of matched freelancers.
Experience
20 years
Position duration
2.7 years
Positions per freelancer
14
Top business areas
Customer Service, Project Management, Operations
Top industries
Professional Services, Information Technology, Banking and Finance
Certification focus areas
Project Management, Product Development, Strategy
Bachelor's degree or higher
83%
Master's degree or higher
42%
Certifications per freelancer
3
Most common languages
German, English, French
Speak two or more languages
100%
Daily Rate Distribution
The chart shows how the daily rates of freelancers in this role are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows how many freelancers charge within that range. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
Average rates for Customer Experience Managers & Seniority distribution
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
Frequently Asked Questions
Have questions? See our quick guide to FRATCH
A Customer Experience Manager looks at the full customer journey and finds where the experience breaks down. The work often includes journey mapping, feedback analysis, service improvement plans, and coordination between support, product, sales, and operations. The goal is not just reporting issues, but getting real changes implemented.
Strong Customer Experience Managers need a mix of analysis, facilitation, and change management. They should understand customer feedback methods, service design, CRM workflows, and how to turn insights into action. Clear communication matters just as much as the ability to work with data.
A Customer Experience Manager focuses on the full journey across channels and internal handoffs, not only on adoption or product testing. A Customer Success Manager is usually more account- or retention-oriented, while a UX Researcher works deeper on digital behavior and user testing. In smaller teams, the titles can overlap, but the CX role is broader across the service model.
A freelance Customer Experience Manager is a good fit when the need is project-based, urgent, or tied to a specific change program. Companies often choose freelance support for journey redesigns, service recovery work, CRM rollouts, or times when the team lacks CX ownership. It is also useful when you want outside perspective without adding a long hiring process.
A good Customer Experience Manager usually delivers a clear diagnosis, a prioritized action plan, and alignment materials for the teams involved. Depending on the scope, that can include journey maps, VoC summaries, workshop outputs, service standards, and KPI recommendations. Strong freelancers also help define who owns each next step.
Yes, a Customer Experience Manager can often work remotely, especially for analysis, stakeholder interviews, and planning. On-site time is useful for workshops, customer service observations, or sessions where several teams need fast alignment. For German companies, clear communication in English is often enough for many projects, though German helps in customer-facing environments.
Look for proof that the CX manager has improved a real service or customer journey, not just produced slides. Good signs are structured problem framing, practical recommendations, and the ability to work with different teams without friction. Ask how they measure success and how they keep improvements alive after handover.
A strong Customer Experience Manager assignment usually needs patience, structure, and the ability to handle different viewpoints. Freelancers should expect to work across support, operations, and leadership, often with incomplete data and competing priorities. The best results come from being concrete, calm, and focused on implementation.
The average hourly rate for Customer Experience Managers in Germany is 110 €, which corresponds to a daily rate of about 879 € based on an 8-hour working day.
Of the freelancers working as Customer Experience Managers in Germany, 83% hold at least a Bachelor's degree and 42% hold at least a Master's degree.
On average, freelancers working as Customer Experience Managers in Germany have 20 years of professional experience, with a single engagement typically lasting around 2.7 years.
The most common languages among freelancers working as Customer Experience Managers in Germany are German (100%), English (92%), and French (46%).
The most common industries among freelancers working as Customer Experience Managers in Germany are Professional Services (92%), Information Technology (77%), and Banking and Finance (54%).
The most common business areas among freelancers working as Customer Experience Managers in Germany are Customer Service (92%), Project Management (92%), and Operations (85%).
FRATCH Customer Experience Managers main locations
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
Berlin Hamburg Munich Cologne Frankfurt Stuttgart Dusseldorf Leipzig Dortmund Essen Bremen Dresden Hanover Nuremberg Request a Free Demo
Get in touch with the FRATCH team and we will get back to you within 4 hours.
Would you rather directly get in touch?
We always have the time for a call or email!
Philipp Thomaschewski
FRATCH CEO
