Customer Experience & Process Improvement Specialist

As a Customer Experience & Process Improvement Specialist at BEERWULF (part of The HEINEKEN Company), you will join the Customer Care team as a senior member responsible for driving continuous improvement across customer journeys, service processes, and operational performance.

You act as the voice of the customer across all markets and lead initiatives that simplify, streamline, and elevate the experience for both customers and internal teams. By applying data-driven insights, service design, and collaboration with cross-functional stakeholders, you ensure that Beerwulf delivers efficient, consistent, and customer-first experiences at every touchpoint.

About BEERWULF

Beerwulf is a fast-growing e-commerce company focused on transforming how people discover, buy, and enjoy beer at home. The company offers a wide and evolving range of beers and draught solutions through its online platform. Headquartered in Amsterdam, Beerwulf combines a passion for beer with data and technology to create a strong customer experience across Europe.

Your Key Responsibilities

Customer Experience Ownership

• Lead the mapping, analysis, and improvement of customer journeys across markets, identifying friction points and prioritising impactful solutions.
• Represent Customer Care in cross-departmental forums, ensuring customer feedback and operational insights translate into actionable improvements.
• Build and maintain frameworks for capturing, analysing, and sharing Voice of the Customer feedback company-wide.

Process Improvement & Innovation

• Lead or support cross-functional projects that reduce operational workload and improve service quality, such as automation, self-service, and proactive communication initiatives.
• Collaborate with the Product, Commerce, and Category Management teams to design and implement scalable processes that improve customer satisfaction and efficiency.
• Use data and insights to propose new ways of working, introducing tools or methodologies that enhance internal collaboration and the customer experience.

Escalation & Partner Support

• Act as the main point of contact for escalations from Level 1 (outsourced) agents, ensuring timely, accurate, and empathetic responses to customer issues.
• Provide guidance, clarification, and decision support to L1 teams to resolve complex cases effectively.
• Partner with external agencies to ensure alignment on process, tone, and escalation handling.

Partnership & Knowledge Management

• Maintain consistency across knowledge bases, FAQs, and process documentation to ensure clarity and continuous improvement.
• Support other Customer Care specialists when needed, sharing best practices and ensuring flexibility across projects.

Who you are

Education: University degree preferred

Experience:

• Strong demonstrated experience within Customer Care / Customer Experience
• Practical mindset and hands-on mentality
• Confident operating with ambiguity and limited structure
• Comfortable taking ownership and driving outcomes independently
• Not afraid to challenge, influence, or tell people what needs to happen when required, and comfortable representing the voice of the customer within the company
• Able to work collaboratively across departments

Language: English (fluent in speaking & writing)

What’s in it for you?

• A gross monthly salary ranging from €3.461 to €4.327, based on your experience and expertise.
• Travel 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).
• Working from home allowance: receive a work from home allowance of €2,35 net for every full day that you are working from home.
• Savings account: possibility to participate in the Heineken Savings account where you get 3.75% interest yearly.
• Leave days: 30 days on full time basis.
• Working 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.
• Health: gym discount of 25% with TrainMore and a discount of 5% at Zilveren Kruis.
• Pension: the pension fund is Detailhandel Pensioen. The total contribution to the fund is 24.75% for 2025. 18.5625% is contributed by Beerwulf, and 6.1875% is deducted from your gross salary before taxes.
• Lunch: access to the Heineken canteen where hot meals, sandwiches, snacks and drinks are available for purchase.