Senior customer service manager Vacatures

Over de vacature

As Senior Customer Service Manager, you will combine hands-on leadership with the opportunity to improve how a growing international service team operates. You will create an environment where colleagues feel supported, understand what is expected of them and have the confidence to deliver attentive, personalised customer care.Working alongside another Customer Service Manager and reporting to the Director of Strategy and Operations, you will support an Amsterdam-based department growing towards approximately 50–55 colleagues. You will also coordinate with international customer service colleagues and retail stakeholders.This role offers scope to put your experience into practice: coaching people, improving existing systems and introducing smarter ways of working while preserving the personal attention customers expect from a premium brand.

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.

This is a full-time role of 38–40 hours per week, based in Amsterdam. A strong presence on the floor is essential, with attendance at the office expected five days per week and reasonable flexibility for occasional personal appointments. #

Requirements

Requirements - 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.

Benefits

• 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.

Application Procedure

If you are interested in this vacancy, you can apply by clicking on the button above. By clicking on apply, you agree to our privacy commitment and terms and conditions . Your application will be sent directly to the recruiter in charge. IMPORTANT: if you are not yet registered with Undutchables we kindly ask you to do so. Your information will be handled in the strictest confidence and your CV will not be sent to a company unless you have given prior permission. Curious about how the recruitment process works within Undutchables, click here to read more.

Over de vacature

As Senior Customer Service Manager, you will combine hands-on leadership with the opportunity to improve how a growing international service team operates. You will create an environment where colleagues feel supported, understand what is expected of them and have the confidence to deliver attentive, personalised customer care.Working alongside another Customer Service Manager and reporting to the Director of Strategy and Operations, you will support an Amsterdam-based department growing towards approximately 50–55 colleagues. You will also coordinate with international customer service colleagues and retail stakeholders.This role offers scope to put your experience into practice: coaching people, improving existing systems and introducing smarter ways of working while preserving the personal attention customers expect from a premium brand.

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.

This is a full-time role of 38–40 hours per week, based in Amsterdam. A strong presence on the floor is essential, with attendance at the office expected five days per week and reasonable flexibility for occasional personal appointments. #

Requirements

Requirements - 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.

Benefits

• 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.

Application Procedure

If you are interested in this vacancy, you can apply by clicking on the button above. By clicking on apply, you agree to our privacy commitment and terms and conditions . Your application will be sent directly to the recruiter in charge. IMPORTANT: if you are not yet registered with Undutchables we kindly ask you to do so. Your information will be handled in the strictest confidence and your CV will not be sent to a company unless you have given prior permission. Curious about how the recruitment process works within Undutchables, click here to read more.

Over de vacature

Als Manager Customer Contact Data geef je leiding aan een multidisciplinair data‑team (data engineers, analytics engineers en analisten) waarmee je samen richting geeft aan de toekomst van klantcontactafhandeling binnen Coolblue. Jij bent verantwoordelijk voor de datagedreven onderbouwing van grote keuzes waar het Customer Service domein voor staat in een periode van grote veranderingen gedreven door de mogelijkheden van AI.Wat doe je als Manager Customer Contact Data bij Coolblue? Met behulp van AI en speech-to-text modellen biedt je domeinen nieuwe tools om klantreizen te verbeteren. Je bent het aanspreekpunt voor klantcontactdata binnen Customer Service én voor klantfeedback voor de hele organisatie. Je schakelt dagelijks met stakeholders in en buiten het domein, en je rapporteert helder over voortgang en keuzes richting Head of Customer Service, Head of Customer Experience en directie.Daarnaast zorg je dat al onze klantcontactdata klopt, op tijd is en makkelijk te gebruiken is door Coolblue’ers. Je bouwt samen met je team aan de datamodellen en dashboards die we gebruiken om contact ratio, NPS, kosten en automatisering te sturen. Ondertussen zorg je dat je team elke week een beetje beter wordt. Dit vind je leuk om te doen Je visie uitdragen over klantcontactdata uit en deze vertalen naar roadmaps, epics en stories voor je teamSamen met je team werken aan BigQuery‑modellen, dbt‑jobs en Looker‑dashboards die contactdata voor iedereen begrijpelijk en betrouwbaar maken.Kansen spotten voor de verbetering van klantcontactafhandeling bij Coolblue in een snel veranderend klantenservice- en technologielandschap door middel van data. Je duikt in contact ratio, NPS en kosten en zet verbeterinitiatieven op met de juiste domeinen.Meedenken over de inrichting van de contactscenario‑taxonomie en zorgen dat menselijke en virtuele contacten op dezelfde manier gemeten kunnen worden.Je team coachen zodat iedereen elke week een stukje groeit. Je helpt je data engineer, analytics engineer en analist scherp te prioriteren en goed samen te werken met stakeholders.Begrijpen van trends en drivers van NPS en contact ratio metrics en je bevindingen helder communiceren richting de Head of Customer Experience en de directie Hier herken jij jezelf in WO‑denkniveau.Ongeveer 5 jaar ervaring in data & analytics, waarvan minimaal 2–3 jaar in een senior of lead rol (coachend en richtinggevend). Leidinggevende ervaring is een pré.Ruime ervaring met SQL en werken in een cloud data warehouse (bijvoorbeeld BigQuery). Ervaring met dbt is een grote pré.Je wordt blij van goed ontworpen datamodellen en ziet direct waar datakwaliteit, performance of structuur beter kan.Sterk in stakeholder management.Analytisch en besluitvaardig.Je vindt het leuk om specialisten te coachen, richting te geven en samen een roadmap waar te maken. Dit zoek jij verder in een baan GeldMet meer dan 30 trainingen in onze eigen Studiefabriek kun je elke dag een beetje beter worden.Korting op alle spullen die we verkopen.Ongekend goede werksfeer. Met versbereide happen, maandelijkse borrels, legendarische Coolblue-feesten, de leukste teamactiviteiten en een informele, speelse afdeling.25 vakantiedagen. Als je belooft dat je terugkomt.Reiskostenvergoeding, pensioenregeling en waar-je-werkt-geld.Een kantoor waar je foto's van wilt maken op een toplocatie. Vanaf Rotterdam Centraal is het 3 keer vallen voor je er bent. Oké, het is 2 minuten lopen.Op dit moment werken wij hybride: dat betekent een combinatie tussen werken op kantoor en werken vanuit huis. Natuurlijk zorgen we dat je thuis een top werkplek hebt. Inclusief bureaustoel, laptop en blauwe slingers.Een platte organisatie in de breedste zin van het woord. Zo kun je gewoon een biertje drinken met de baas.Uitdagend werk om helemaal in op te gaan, zodat je af en toe vergeet dat je aan het werk bent.