Head of Customer Experience

Beerwulf, part of The HEINEKEN Company, is looking for a Head of Customer Experience to lead customer operations and ensure the voice of the customer is embedded across the business. This is a high-impact leadership role at the intersection of operations, commercial performance, and customer insight.

Important: relocation is not supported for this role. Only local candidates who have working rights within the EU/Netherlands will be considered.

About Beerwulf

At Beerwulf, we’re on a mission to deliver exceptional beer experiences to customers across Europe and the UK. As the business continues to evolve, this role will help shape how customer experience and insight influence strategy.

Your Key Responsibilities

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 the outsourced partner model
• Ensure best-in-class service delivery across all customer touchpoints
• Drive continuous improvement in efficiency, quality, and customer satisfaction

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

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

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

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

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

Lead Technology & Innovation

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

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
• 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 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 and savings account benefits

Commuting & Travel Support

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