Important! Relication is not supported for this role. We are only considering local candidates who have working rights within the EU/Netherlands.
About Beerwulf (part of The HEINEKEN Company)
At Beerwulf, we’re on a mission to deliver exceptional beer experiences to our customers across Europe & the UK. As we continue to evolve, we’re looking for a Head of Customer Experience to lead our customer operations and ensure the voice of our customer is embedded across the business.
The role of Head of Customer Experience is a high-impact leadership role at the intersection of operations, commercial performance, and customer insight.
Your Key Responsibilities- Lead Customer Experience Operations
- Own end-to-end Customer Care performance across all markets
- Lead and develop Customer Care, Content, and Email functions
- Manage and evolve our outsourced partner model
- Ensure best-in-class service delivery across all customer touchpoints
- Drive continuous improvement in efficiency, quality, and customer satisfaction
- Drive Operational Excellence
- Design and optimize service structures, processes, and operating frameworks
- Own SLA performance, forecasting, and resource planning
- Ensure scalability to support seasonal peaks and business growth
- Identify root causes of customer contact and reduce avoidable demand
- Own Customer Engagement & Commercial Alignment
- Lead customer engagement strategy across email and on-site content
- Track and optimise performance, linking engagement to customer behaviour and commercial outcomes
- Champion the Customer Across the Business
- Act as the voice of the customer at leadership level
- Partner closely with E-commerce, Product, Logistics, and Planning teams
- Use customer insights to influence decision-making and prioritisation
- Translate customer feedback and operational data into actionable insights
- Contribute to the development of a more structured approach to leveraging customer insight across Beerwulf and HEINEKEN
- Partner closely with emerging Consumer Intelligence initiatives to ensure customer perspectives inform strategic decisions
- Own Performance & Budget
- Manage the Customer Experience budget, including outsourcing and compensatory gestures
- Balance customer experience outcomes with cost and efficiency targets
- Identify opportunities for cost optimization through experience improvements
- Lead Technology & Innovation
- Identify and implement tools to improve service and insight capabilities
- Ensure systems support both operational excellence and data-driven decision-making
- Privacy & Data Protection Governance
- Act as Privacy Officer for Customer Experience
- Ensure GDPR compliance across processes and communications
- Liaise with Legal and HEINEKEN on complex data protection matters
- Proven experience leading Customer Experience / Customer Care functions within E-Commerce
- Demonstrated experience leading a team (People Manager experience)
- Strong operational expertise, ideally within outsourced (BPO) environments
- Commercial mindset with the ability to balance cost, efficiency, and experience
- Ability to translate customer data and feedback into business insights
- Strong stakeholder management and influencing skills
- Experience working cross-functionally in fast-paced environments
- Comfortable operating despite ambiguity and driving change
- GDPR certification
- Experience with tools such as Freshdesk, Shopify, or similar
- A gross annual salary between €75,156.00and €93,936.00, based on your experience.
- A high-impact leadership role with visibility across the business
- Opportunity to shape how customer experience and insight influence strategy
- Work in a dynamic, entrepreneurial environment within HEINEKEN
- Play a key role in evolving how Beerwulf listens to and acts on its customers
- Amazing den in the heart of Amsterdam
- Young, dynamic, and comfortable environment
- Office bar and lots of goodies
- flexible and hybrid working
- 30 vacation days on a full-time basis
- Pension plan
- Gym, health insurance & savings account benefits
- Full public transport compensation if you stay more than 10km from the office
Salarisomschrijving
€75156 - €93936 monthly