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Customer Experience Manager

€50,000-€65,000 + up to 20% bonus + 8% holiday pay + package

Job Description

EMEA Recruitment has exclusively partnered with a €multi-million e-commerce business experiencing astronomical growth. As part of their strategic plan to organically increase revenues by over €30m over the next 24 months, they are looking to recruit an experienced Customer Experience Manager or Customer Service Manager.

Working for a dynamic and forward-thinking business, you will have the autonomy to drive improvements across the customer service department in a state-of-the-art office in Rotterdam. You will benefit from multiple training courses to excel within the business with the flexibility to become the Country Leader should you wish to do so.

The ideal candidate will have a track record in managing and leading customer service teams from any sector. You must be fluent in English and Dutch and based/willing to commute to the Rotterdam area.

Key Responsibilities:
  • Lead, mentor and manage a team of six E-Commerce Customer Service Agents
  • Review, analyse and improve all customer service activities and process optimisations
  • Weekly, monthly, and quarterly reporting on customer service KPIs and metrics
  • Introducing SOPs and best practice customer service standards within the business
  • Working with multi-disciplined Stakeholders to ensure customer service supports the wider business – Sales, Marketing, Product Development and Operations

  • An expert Customer Experience Manager, Customer Service Manager, or a related role
  • A proven track record in leading, managing, and guiding customer service team
  • Excellent written and verbal communication skills
  • Fluent in English and Dutch and based or commutable to Rotterdam

The client is offering the following package:
  • €50,000 - €65,000 basic
  • 8% holiday pay
  • Up to 20% bonus, subject to hitting targets
  • 28 days of vacation + public holidays
  • Pension scheme
  • 100% office-based for the first 6 months, then the position will become Hybrid working – 40% working from home
  • Gym membership
  • Budget for personal development and training

EMEA Recruitment is committed to promoting Equity, Diversity, and Inclusion in the workplace. We act as a neutral third party in the recruitment process, basing our candidate searches on skills and experience. We do not discriminate based on age, gender, sex, relationship status, disability, race, religion/beliefs, or sexual orientation.