Customer Experience & Process Lead

pbCompany: /bBEERWULF (part of The HEINEKEN Company) /pbrWegens grote belangstelling verzoeken wij u snel te solliciteren als u een goede match bent voor deze functie.brpbLocation: /bAmsterdam - relocation is not supported and only local candidates are therefore being considered /pbrpbApplication Deadline /b: September 11th (please note we might close the role early if we receive sufficient applications, so don’t delay!) /pbrAbout BEERWULFbrpAt Beerwulf we make it easy to pour freshly chilled, pub-quality draught beer at home. Our top-notch home draught beer machines, curated keg selection, and unique bar accessories enable customers to pour the perfect pints in their living rooms, kitchens, or home bars. /pbrpAs Customer Experience (CX) Process Lead, you are the authority on CX across all markets, building and streamlining processes with the customer at the center. You represent the 'Voice of the Customer' in strategic decision-making across Beerwulf, ensuring feedback and insights translate into tangible improvements across every journey and touchpoint. You lead cross-functional, cross-departmental projects that drive efficiency, reduce operational workload, and elevate customer satisfaction. By applying innovation, AI, and Service Design techniques, you identify and deliver opportunities that transform both customer journeys and internal processes, becoming an expert for other departments to consult. You empower frontline teams, manage key partners and tools, and create the frameworks that embed a customer-first mindset across Beerwulf. /pbrYour Key Responsibilities:brCustomer Experience Ownershipbrullibr/liliResponsible for CX across all markets.br/liliFacilitate sessions to improve internal processes within Customer Care, based on Service Design methodologies, as well as being a source of expertise for other departments.br/liliFacilitate sessions across Beerwulf to implement clear process design for any service that has customer touchpoints, reducing last-minute changes and poor implementation.br/liliRepresent Customer Care in SOE meetings, implementing feedback loops and advocating for the Voice of the Customer.br/liliMap and own all customer journeys, ensuring cross-departmental alignment.br/liliBuild frameworks so customer feedback is systematically delivered to the right teams and acted upon.br/liliImplement social listening solutions to capture real-time customer sentiment.br/li /ulbrBudget Financial Impactbrullibr/liliDrive savings through improved deflection via chatbot and email automation (future scope).br/liliSupplier/tooling evaluation – manage Zowie ROI in line with operational needs.br/liliManage budgets relating to Staffords, E-Care, and WIK.br/liliIdentify opportunities for innovation within Customer Care, particularly leveraging AI and automation.br/liliUse Service Design techniques (upcoming training) to evaluate and prioritize solutions, partnering with cross-functional teams.br/li /ulbrWho you arebrpbEducation /b: University degree preferred /pbrExperience:brullibr/liliStrong demonstrated experience within Customer Care / Customer Experiencebr/liliPractical mindset and hands-on mentalitybr/liliConfident operating with ambiguity and limited structurebr/liliComfortable taking ownership and driving outcomes independentlybr/liliNot afraid to challenge, influence, or tell people what needs to happen when required (must be comfortable representing the 'voice of the customer' within the company)br/liliAble to work collaboratively across departmentsbr/li /ulbrpbLanguage /b: English (fluent in speaking writing) /pbrWhat’s in it for you?brullibr/liliA gross monthly salary ranging from €3.461 to €4.327, based on your experience and expertise.br/liliTravel allowance: NS business card with full reimbursement of your commute if you live more than 10 KM from the office or expense € 0,27 per kilometer up to 60KM per day for a return journey (parking spots at own expense)br/liliWorking from home allowance: receive a work from home allowance of €2,35 net for every full day that you are working from homebr/liliSavings account: Possibility to participate in the Heineken Savings account where you get 3.75% interest yearlybr/liliLeave days: 30 days on full time basisbr/liliWorking from abroad: Possibility to work remotely (from abroad) for up to 4 weeks in a 12-month rolling period (In line with the Beerwulf Work From Abroad Flex Policy)br/liliHealth: In order for you to stay healthy, we offer a gym discount of 25% with TrainMore. This is a big gym company with locations throughout the bigger cities of The Netherlands. Moreover, we can offer a discount of 5% at Zilveren Kruis, because Heineken is our main investor.br/liliPension: Our pension fund is Detailhandel Pensioen. The total contribution to the fund is 24,75% for 2 % is contributed by Beerwulf, and 6.1875%is deducted from your gross salary (before taxes). xgiwjmb br/liliLunch: Access to the Heineken canteen where hot meals, sandwiches, snacks and drinks are available for purchase.br/li /ulbr