Your responsibilities will include:
- Lead, coach and motivate the team through regular individual conversations, team meetings and clear performance expectations.
- Support the onboarding and development of new colleagues, building a positive and consistent team culture during a period of growth and change.
- Translate customer service objectives into practical plans and KPIs, balancing customer satisfaction, service quality and operational efficiency.
- Review existing workflows, CRM tools and service processes, identifying opportunities for improvement and thoughtful automation.
- Use performance data and customer feedback to identify trends, improve the customer journey and report actionable insights to stakeholders.
- Collaborate with Product, Engineering, Retail Operations and international teams to resolve issues and deliver a consistent service experience.
- Take ownership of escalations and high-priority customer matters, supporting the team in finding timely and effective solutions.
- At least six years of experience in customer service management, with a track record of leading teams and delivering meaningful service improvements.
- A supportive, energetic leadership style and the ability to build trust, coach individuals and bring stability to a team during change.
- Experience in a sizeable international customer service operation, ideally within a large corporate, technology, retail or similarly customer-focused environment.
- Strong familiarity with customer service software, CRM systems and process improvement. You understand effective service operations and are comfortable working hands-on with existing systems.
- The ability to translate data into practical decisions while keeping both the customer experience and the needs of your team in view.
- Excellent communication and stakeholder management skills, with experience collaborating across locations and cultures.
- Fluent English; an additional European language is an advantage.
- Availability for 38–40 hours per week and willingness to work on site in Amsterdam five days per week.
- Experience with change management or service automation would be an additional asset.
- A gross annual base salary of €70,000 - €100,000, depending on relevant experience and seniority, plus holiday allowance.
- A performance bonus opportunity of 10%, with 50% linked to team results and 50% to agreed individual project goals.
- An initial 12-month employment contract, with a preferred start as soon as possible.
- A clothing allowance and a 40% employee discount on the brand’s products.
- A one-week product and brand training programme in Antwerp.
- Ownership and room to make meaningful decisions, develop your team and improve customer service operations in an international environment.
Salarisomschrijving
€75000 - €100000 monthly