Operations Manager Customer Relations

Keeping the customer at the heart of everything we do.

Our passionate and driven Customer Relations team is committed to creating innovative and delightful experiences, on top of our award-winning customer-centric foundation.

Lead with Empathy, Drive Innovation

Shape the Future of Customer Experience at Rituals

At Rituals, we believe in the power of creating meaningful moments, not just for our customers, but for our employees too. As our new Operations Manager Customer Relations, you will lead with heart and vision, transforming our daily operations into opportunities for care, innovation, and excellence.

You’ll bring customer insights to life, leverage AI solutions, and inspire a passionate team to go above and beyond - every day. If you're ready to combine strategy, technology, and empathy in a fast-paced, values-driven environment, this is your moment.

Share your talents

As Operations Manager Customer Relations, you will be a key member of the Customer Relations Management Team. With your strategic mindset and operational expertise, you will lead and mentor our Team Leads to deliver exceptional, personalized service aligned with our brand values.

You will:

• Translate strategic vision into actionable goals that align with Rituals' values and customer promise.
• Leverage AI and automation to enhance customer interactions – improving efficiency without compromising on care.
• Actively contribute to Voice of the Customer initiatives, turning insights into actions that fuel continuous improvement and CX innovation.
• Collaborate cross-functionally with departments such as Digital, Marketing, Supply Chain, Retail, and Innovation.
• Ensure operational excellence by overseeing daily performance, identifying trends, and proactively addressing challenges.
• Inspire your team – lead with empathy, foster a collaborative culture, and drive performance through coaching and support.
• Support employee wellbeing and development through performance management, skill-building, and recruitment strategies.
• Stay future-ready by exploring innovations in AI, social media, and conversational commerce – always with a human-first approach.

Bring all of you

You are a collaborative, forward-thinking leader who blends people skills with operational know-how. You thrive in dynamic environments and are energized by turning challenges into opportunities for innovation and growth.

You bring:

• 5+ years of management experience in a customer service or contact center environment.
• Strong operational management expertise with a customer-first mindset.
• A passion for AI technologies, automation, and CX innovation.
• The ability to balance strategic thinking with hands-on problem-solving.
• A Bachelor’s (HBO) or university-level education.
• Fluency in English; Dutch is a plus.
• Excellent communication and stakeholder management skills.

We are Rituals

More than just a brand, Rituals is a global community. Our mission is to turn everyday routines into meaningful moments. Join us – and help shape the way we care for our customers, our people, and our planet. This role is located at the Edge, Sloterdijk. To keep the team spirit strong, we follow an 80/20 policy: most of your time (around 4 days a week) will be at the office, and the rest you work from home.

Benefits of working at Rituals

• Training, coaching & development opportunities
• Staff discount on Rituals products
• Attractive bonus
• Numerous health & wellbeing initiatives
• Company & team events

Any questions? Our recruiter Esmee Overbeek is happy to speak to you via Esmee.Overbeek@Rituals.com. Please note that applications via email are not taken into consideration.