Customer Experience Manager - Maternity leave cover - 6 months (f/m/d)

Patagonia is an outdoor apparel company. At a time when all life on earth is under threat of extinction, we aim to use the resources we have—our business, our investments, our voice and our imagination—to influence changes needed to protect our planet.

Your role:

The Interim Customer Experience Manager owns Patagonia EMEA’s Customer Service end-to-end, ensuring that customer experience vision, service delivery, operational execution, and system enablement work together as one cohesive function. The role leads Customer Service across people, operations, and tool by managing the Customer-facing team, Training & Quality, CX Operations (Order Management), and the Business Analyst function.

It collaborates cross-functionally within EMEA and with global counterparts to embed Patagonia’s customer experience philosophy and operational excellence. Aligned with the Marketplace strategy, the role translates customer experience goals into operational outcomes and contributes to short- and medium-term service delivery success.

Main tasks:

• Provide overall leadership and direction for the Customer Service function across EMEA, ensuring seamless collaboration between customer facing service delivery, service operations, and systems enablement. Maintain clear accountability for customer experience outcomes, operational performance, and team effectiveness across all service domains.
• Lead and support through direct management of the Customer Service Manager, Customer Service Operations Lead, and Customer Service Business Analyst. Set expectations, coach functional leaders, and ensure clarity of ownership, decision making, and prioritization across teams.
• Own the end to end Customer Service experience across all channels and journeys, ensuring alignment with Patagonia’s Customer Experience vision and values. Translate strategic CX principles into service standards, operating models, and governance that drive consistency, fairness, and empathy at scale.
• Ensure Customer Service is operationally prepared for seasonal peaks, system changes, and business growth by aligning service delivery, operational workflows, and system readiness. Oversee cross functional planning to maintain service continuity during incidents, transitions, and high-volume periods.
• Provide direction for Customer Service systems, tooling, and process development, guiding the Customer Service Business Analyst. Ensure that technology and workflows effectively support service teams, reduce manual effort, and enable scalable, high quality customer support.
• Lead the annual Customer Service roadmap for EMEA, balancing short-term operational needs with medium term transformation goals. Drive initiatives that improve customer experience, efficiency, insight, and team capability, ensuring alignment with Marketplace and broader EMEA objectives.

What we’re looking for:

• An inclusive mindset
• 5 years of experience in people management ideally in Customer Service
• Fluent in English; additional European languages are a plus
• A love of the outdoors
• An interest in saving our home planet and making a positive impact through your work
• Full understanding of end-to-end Customer Service leadership, applied to oversee and align customer facing service delivery, service operations, and systems enablement into a single cohesive Customer Service function.
• Full understanding of leadership, used to manage and develop senior individual contributors and people managers, enabling clear ownership, accountability, and performance across multiple functional areas.
• Full understanding of customer experience strategy, applied to translate customer experience vision into practical service models, standards, and governance that shape customer interactions, decision-making, and outcomes.
• Full understanding of service performance management, used to interpret KPIs, customer feedback, and operational data to identify trends, guide prioritisation, and drive sustainable improvements across service quality and efficiency.
• Full understanding of cross-functional orchestration, applied to align Customer Service priorities with eCommerce, Operations, IT, and Global teams, ensuring coordinated delivery, system readiness, and shared ownership of outcomes.

Other important details:

• This is a temporary full-time position, based in Amsterdam intended to support the team until end of January 2027.
• We have a hybrid work model, working from home for maximum 3 days per week.

Disclaimer for recruitment agencies:

Thanks for your interest in supporting us for this role, but we don’t accept unsolicited CVs from recruitment agencies.