Julia Bernhardt
Director Customer Experience @Her One
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WORK HISTORY
Director Customer Experience @Her One
Berlin, DE
End-to-end responsibility for customer experience and webshop performance in a DTC business model- Leadership of a cross-functional CX team (Shop, CRM, CS) and external partners (IT & CRO agencies)- Development and management of the webshop strategy with a strong focus on new customer acquisition and retention- Implementation of a data-driven testing and KPI reporting structure across Shop, CRM, and CS- Introduction of the CX tool Gorgias to increase CSAT and automate customer service processes- Lead of the product page redesign → tripled subscriber growth MoM, resulting in €1M+ in monthly recurring revenue- Professionalization of internal processes (briefings, bug tracking, KPI meetings)
EDUCATION
Hochschule für Technik und Wirtschaft Berlin
Bachelor of Arts (B.A.), Wirtschafskommunikation
Jönköping University
Auslandssemester, Business Communication
thePower
MBA
ABOUT JULIA BERNHARDT
What drives me: truly understanding customers – and creating experiences that move, inspire, and build long-term loyalty. My focus: Customer Experience, CRO, and Team Leadership. I thrive when working with people who want to make a difference. I bring clarity, build scalable structures, and develop creative, data-driven solutions – especially in fast-paced DTC environments. I’ve led cross-functional teams, reported directly to C-level, and driven projects with direct impact on growth & revenue scalability. I’m currently open to freelance projects or an impactful leadership role in a permanent position. If you\'re looking for someone who leads digital teams, inspires customers, and drives change with clarity: Let’s connect.
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