Head of Customer Experience

Head of Customer Experience – Beerwulf

Location: Amsterdam (Hybrid)

Important! Relication is not supported for this role. We are only considering local candidates who have working rights within the EU/Netherlands.

About Beerwulf (part of The HEINEKEN Company)

At Beerwulf, we’re on a mission to deliver exceptional beer experiences to our customers across Europe & the UK. As we continue to evolve, we’re looking for a Head of Customer Experience to lead our customer operations and ensure the voice of our customer is embedded across the business.

The role of Head of Customer Experience is a high-impact leadership role at the intersection of operations, commercial performance, and customer insight.

Your Key Responsibilities

1. Lead Customer Experience Operations

• Own end-to-end Customer Care performance across all markets
• Lead and develop Customer Care, Content, and Email functions
• Manage and evolve our outsourced partner model
• Ensure best-in-class service delivery across all customer touchpoints
• Drive continuous improvement in efficiency, quality, and customer satisfaction

2. Drive Operational Excellence

• Design and optimize service structures, processes, and operating frameworks
• Own SLA performance, forecasting, and resource planning
• Ensure scalability to support seasonal peaks and business growth
• Identify root causes of customer contact and reduce avoidable demand

3. Own Customer Engagement & Commercial Alignment

• Lead customer engagement strategy across email and on-site content
• Track and optimise performance, linking engagement to customer behaviour and commercial outcomes

4. Champion the Customer Across the Business

• Act as the voice of the customer at leadership level
• Partner closely with E-commerce, Product, Logistics, and Planning teams
• Use customer insights to influence decision-making and prioritisation

5. Partner on Customer Insights & Intelligence

• Translate customer feedback and operational data into actionable insights
• Contribute to the development of a more structured approach to leveraging customer insight across Beerwulf and HEINEKEN
• Partner closely with emerging Consumer Intelligence initiatives to ensure customer perspectives inform strategic decisions

6. Own Performance & Budget

• Manage the Customer Experience budget, including outsourcing and compensatory gestures
• Balance customer experience outcomes with cost and efficiency targets
• Identify opportunities for cost optimization through experience improvements

7. Lead Technology & Innovation

• Identify and implement tools to improve service and insight capabilities
• Ensure systems support both operational excellence and data-driven decision-making

8. Privacy & Data Protection Governance

• Act as Privacy Officer for Customer Experience
• Ensure GDPR compliance across processes and communications
• Liaise with Legal and HEINEKEN on complex data protection matters

Who you are

Required Experience:

• Proven experience leading Customer Experience / Customer Care functions within E-Commerce
• Demonstrated experience leading a team (People Manager experience)
• Strong operational expertise, ideally within outsourced (BPO) environments
• Commercial mindset with the ability to balance cost, efficiency, and experience
• Ability to translate customer data and feedback into business insights

Other Experiences & skills:

• Strong stakeholder management and influencing skills
• Experience working cross-functionally in fast-paced environments
• Comfortable operating despite ambiguity and driving change

Beneficial, but not required:

• GDPR certification

• Experience with tools such as Freshdesk, Shopify, or similar

Language: fluent in English (written & oral)

What’s in it for you? Let’s uncork!

• A gross annual salary between €75,156.00and €93,936.00, based on your experience.
• A high-impact leadership role with visibility across the business
• Opportunity to shape how customer experience and insight influence strategy
• Work in a dynamic, entrepreneurial environment within HEINEKEN
• Play a key role in evolving how Beerwulf listens to and acts on its customers

Work Culture & Environment

• Amazing den in the heart of Amsterdam
• Young, dynamic, and comfortable environment
• Office bar and lots of goodies

Work-Life Balance:

• flexible and hybrid working
• 30 vacation days on a full-time basis
• Pension plan
• Gym, health insurance & savings account benefits

Commuting & Travel Support

• Full public transport compensation if you stay more than 10km from the office

Let’s meet

Are you excited? Applying is simple: send us your updated CV that demonstrates why you’re a perfect match for this role. Want to really stand out? Include a cover letter to set yourself apart. We look forward to receiving your application.

The application deadline for this position is June 5th. We may close the vacancy earlier if we receive enough applicants, so don’t hesitate to apply! After the deadline, we will review applications and you’ll receive a response within 5 working days.