Head of Customer Experience Leader

4 weken geleden

Amsterdam, Noord-Holland, Nederland Melitta Group Voltijd

About the Role:

We are seeking a highly skilled and experienced Head of Customer Experience to lead our customer service operations in the Benelux region. As a key member of our team, you will be responsible for driving customer satisfaction, retention, and growth through strategic initiatives and team leadership.

Key Responsibilities:

  • Develop and implement customer retention strategies to drive NRR and increase upsell/cross-sell opportunities.
  • Lead and develop a high-performing customer service team, including the Onboarding Team, Key Account CSMs, Support Team, and SAMs.
  • Collaborate with the product team to identify and address customer pain points, enhancing customer satisfaction and retention.
  • Establish structured cooperation between Support Agents, Onboarding Specialists, CSMs, and SAMs to create a cohesive and efficient commercial ecosystem.
  • Monitor and analyze customer success metrics, providing regular updates to the BLX leadership team.

Requirements:

  • Proven experience in a senior customer service or customer success role, preferably in a SaaS or technology-driven environment.
  • Strong leadership skills with a track record of building and developing high-performing teams.
  • Demonstrated ability to drive customer retention and growth through strategic initiatives.
  • Experience working closely with sales and product teams to enhance the customer journey and optimize retention.
  • Excellent communication skills in Dutch and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.

What We Offer:

  • Flexibility to work from home in the Netherlands and from our beautiful canal-side office in Amsterdam.
  • A chance to be part of and shape one of the hottest, most ambitious scale-ups in Europe.
  • Work in a diverse and multicultural team.
  • €1,500 annual training budget plus internal training.
  • Pension plan, travel reimbursement, and wellness perks.
  • 25 paid holiday days + 2 wellbeing days in 2024.
  • Work from anywhere for 4 weeks/year.
  • An inclusive and international work environment with a whole lot of fun thrown in.
  • Apple MacBook and tools.
  • €200 Home Office budget.
  • Travel budget to visit Poland or France offices.

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