Customer Experience & Process Improvement Specialist

The HEINEKEN Company; Amsterdam; On-site; EUR 39,000 - 48,000; Full time

Benefits offered by this job

Travel allowance

Home office allowance

Savings account

Leave days

Work from abroad policy

Gym discount

Pension plan

Canteen access

Job summary

Beerwulf, part of The HEINEKEN Company, in Amsterdam, seeks a senior Customer Care leader to own customer journey improvements and drive operational excellence across markets.

You will partner with Product, Commerce and Category teams to design scalable processes, manage escalations, and champion the voice of the customer in a fast-growing e-commerce environment.

Qualifications

• University degree preferred.
• Fluent English (spoken and written).
• Strong experience in Customer Care / Customer Experience and a hands-on mindset.

Responsibilities

• 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 translates into actionable improvements.
• Build and maintain frameworks for capturing, analysing, and sharing Voice of the Customer feedback company-wide.
• Lead or support cross-functional projects that reduce operational workload and improve service quality (automation, self-service, proactive communication).
• Collaborate with Product, Commerce, and Category Management to design scalable processes that improve customer satisfaction and efficiency.
• Use data and insights to propose new ways of working and tools to enhance internal collaboration and the customer experience.
• Act as the main escalation contact for Level 1 agents, providing guidance to resolve complex cases.
• Support and guide L1 teams to resolve issues effectively.
• Partner with external agencies to align on process, tone, and escalation handling.
• Maintain consistency across knowledge bases, FAQs, and process docs; share best practices across projects.

Skills

Fluent English

Customer care

Ambiguity tolerance

Ownership

Voice of the customer

Cross-functional collaboration

Education

University degree

Job description

Company: BEERWULF (part of The HEINEKEN Company)

Location: Amsterdam – relocation is not supported and only local candidates are therefore being considered

Application Deadline: September 11th (please note we might close the role early if we receive sufficient applications, so don’t delay!)

About BEERWULF

Beerwulf is a fast-growing e-commerce company on a mission to revolutionize the way people discover, buy, and enjoy beer at home. From classic lagers to bold craft brews, we offer a wide and ever-evolving range of beers and draught solutions through our innovative online platform. Headquartered in Amsterdam, we combine a passion for beer with the power of data and technology to create the ultimate beer experience for our customers across Europe.

As a senior member of the Customer Care team, you are 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.

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, e.g. 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 our 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

Language: English (fluent in speaking & writing)

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 (must be comfortable representing the 'voice of the customer' within the company)
• Able to work collaboratively across departments

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: In order for you to stay healthy, we offer a gym discount of 25% with TrainMore. This is a big gym company with locations throughout the bigger cities of The Netherlands. Moreover, we can offer a discount of 5% at Zilveren Kruis, because Heineken is our main investor.
• Pension: Our 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.