Head of Customer Experience

2 maanden geleden

Amsterdam, Noord-Holland, Nederland Ageras Voltijd
About the Job:

We are seeking a highly skilled professional to lead our Customer Service & Operations team in the Netherlands. As a key member of our Revenue team, you will play a crucial role in executing our strategy and driving customer satisfaction.

Key Responsibilities:

  • Lead the Customer Service & Operations team in the Netherlands, responsible for executing the customer service strategy and ensuring high-quality customer experiences.
  • Develop and deliver training programs to enhance the skills and knowledge of the CS&O team, ensuring they have the necessary expertise to provide exceptional customer service.
  • Monitor and report on key performance indicators (KPIs) and goals, ensuring the team is meeting and exceeding targets.
  • Carry responsibility for Dutch banking, accounting, and tax services, ensuring compliance with regulatory requirements.
  • Foster cross-team collaboration and engagement, promoting a culture of inclusion and respect.
  • Provide product development feedback, ensuring our solutions meet the evolving needs of our customers.
  • Create, optimize, and drive processes, streamlining operations and improving efficiency.
  • Escalate and manage crises, ensuring prompt and effective resolution.
  • Manage technology and tools utilized in the CS&O team, ensuring seamless integration and optimal performance.

Requirements:

  • Near-native Dutch and English language skills.
  • At least 5 years of experience in a similar role, with a proven track record of success.
  • Experience supporting B2B customers, ideally small businesses, with a strong understanding of their needs and challenges.
  • Motivational and inspirational leadership skills, with the ability to develop loyalty with stakeholders.
  • The ability to consult and advise on the best solution for customers, with strong client-facing and communication skills.
  • Great collaboration skills and a commitment to internal knowledge sharing.
  • Ability to handle demanding customers, maintaining the highest integrity and compliance in all interactions.
  • Availability to work from our Amsterdam office three days per week.

What We Offer:

  • A modern, state-of-the-art office with carefully designed floor plans and work settings.
  • Freshly prepared office lunch.
  • A dynamic team and work environment where you can be creative and make things happen.
  • A high degree of autonomy within a fun, energetic, result-driven international team culture.
  • A culture of inclusion where all employees feel valued and respected.
  • A caring environment where we encourage growth, development, and career advancement opportunities.

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