B2B Customer Experience Leader: Operations & Strategy

Waldom; Amsterdam; On-site; EUR 90,000 - 130,000; Full time

Job summary

Waldom in Amsterdam is seeking a Customer Experience Manager to lead the end-to-end B2B customer journey, driving process excellence and cross-functional collaboration. This role emphasizes team leadership, program development, and delivering superior service across order-to-cash processes.

You will own metrics, develop strategic CX initiatives, and partner with Sales, Supply Chain, Logistics, and Finance to lift service levels and customer satisfaction.

Qualifications

• Bachelor's degree in Business Administration, Supply Chain, or a related field.
• 8+ years of experience in Customer Experience or Customer Service Management within a B2B environment.
• Proven experience leading and developing high-performing teams.
• Experience with ERP and CRM systems (Oracle NetSuite, HubSpot, or similar).
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent written and verbal communication skills in English; German is preferred.

Responsibilities

• Lead, coach, mentor, and develop a high-performing customer operations team to achieve individual and organizational success.
• Drive continuous improvement initiatives across the customer journey and order-to-cash process.
• Act as the escalation point for complex customer issues ensuring exceptional service delivery.
• Build and maintain strong relationships with strategic B2B customers.
• Capture and translate customer feedback into actionable improvement initiatives.
• Provide reporting and insights to leadership, identifying risks and opportunities for improvement.

Skills

Team leadership

Process improvement

ERP/CRM systems

English communication

Stakeholder management

Education

Bachelor's degree in Business Administration/Supply Chain

Tools

Oracle NetSuite

HubSpot

Job description

Waldom in Amsterdam is seeking a Customer Experience Manager to lead the end-to-end B2B customer journey, driving process excellence and cross-functional collaboration. This role emphasizes team leadership, program development, and delivering superior service across order-to-cash processes.

You will own metrics, develop strategic CX initiatives, and partner with Sales, Supply Chain, Logistics, and Finance to lift service levels and customer satisfaction.