Head of Customer Service

As Head of Customer Service, you will be responsible for leading a large, multi-functional customer operations team of approximately 100 employees. Working in a hybrid environment from our Amsterdam office, with regular visits to our Enschede location, you'll collaborate closely with local and international stakeholders to deliver outstanding service, improve operational performance, and support business growth.

Location: Amsterdam, Netherlands (Hybrid), with occasional travel to Enschede

Reporting to: Director of Customer Service, Europe

What You’ll Be Responsible For

• Provide strategic and operational leadership for the Dutch Customer Service organisation, ensuring consistently high levels of customer satisfaction.
• Lead, coach and develop a team of managers and customer service professionals, creating an environment where people can perform at their best.
• Monitor operational performance, using data and insights to identify opportunities for process improvement and increased efficiency.
• Ensure service targets, quality standards and operational KPIs are achieved while maintaining compliance with agreed performance commitments.
• Work closely with Workforce Planning teams to optimise staffing levels, scheduling and resource allocation.
• Take ownership of departmental financial performance, including budgeting, forecasting and cost management.
• Partner with senior business leaders to support commercial objectives and improve the overall customer journey.
• Lead change initiatives and cross-functional projects that enhance collaboration, simplify processes and improve service delivery across teams and regions.

About You

We’re looking for someone who combines strong operational leadership with commercial awareness and a genuine passion for developing people.

You’ll ideally bring:

• Significant leadership experience managing large operational or customer service teams.
• A track record of improving performance within fast-moving, customer-focused environments.
• Strong analytical and problem-solving skills, with the ability to make informed, data-driven decisions.
• Experience managing budgets and delivering against financial and operational objectives.
• Excellent communication and stakeholder management skills across all levels of the organisation.
• Confidence leading organisational change while maintaining high levels of employee engagement.
• Professional fluency in both Dutch and English.
• Flexibility to provide leadership support during periods of high operational demand, including occasional evenings or weekends.

Why Join Us?

You’ll become part of an international business that connects millions of customers with the products and services they need every day. Our success is built on innovation, collaboration and an unwavering commitment to delivering outstanding customer experiences.

They foster a culture where people are encouraged to take ownership, continuously improve, share ideas and support one another. You’ll have the opportunity to influence strategy, shape customer operations and make a measurable impact on both our customers and our business.

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