Head of Post-Purchase & Customer Experience

Just Brands - HQ; Lijnden; On-site; EUR 70,000 - 90,000; Full time

Job summary

Just Brands - HQ in the Netherlands seeks a Team Lead for Customer Service & Operations to lead the CS team and own the end-to-end post-purchase journey. You will drive operational excellence, improvements and technology-enabled solutions to boost customer satisfaction, efficiency and overall experience.

You will collaborate with E-commerce, Supply Chain, Logistics, IT, Finance and external partners to reduce effort, enhance delivery and returns, and shape the future of customer service with the

Qualifications

• Bachelor's degree or equivalent experience in customer service, e-commerce, operations, business or a related field.
• At least 7 years in customer service, e-commerce or related role, with 1–2 years in leadership.
• Experience with delivery, fulfillment and/or returns in e-commerce is advantageous.

Responsibilities

• Lead and develop the Customer Service team and post-purchase specialists.
• Establish standards for service excellence across channels (phone, email, chat, social).
• Own end-to-end post-purchase experience from order to delivery, returns and refunds.
• Monitor delivery performance and work with Supply Chain and Logistics to address issues.
• Oversee returns, refunds and exchanges with emphasis on efficiency and reduced contact.

Skills

Customer service software

Microsoft Office Suite

E-commerce platforms

Order management systems

Communication

Analytical skills

Education

Bachelor's degree or equivalent in CS/ECOM/Operations

Tools

Delivery/fulfillment systems

Customer service tools

Job description

Just Brands - HQ in the Netherlands seeks a Team Lead for Customer Service & Operations to lead the CS team and own the end-to-end post-purchase journey. You will drive operational excellence, improvements and technology-enabled solutions to boost customer satisfaction, efficiency and overall experience.

You will collaborate with E-commerce, Supply Chain, Logistics, IT, Finance and external partners to reduce effort, enhance delivery and returns, and shape the future of customer service with the