Lead, Post-Purchase Experience & Customer Operations

Just Brands - HQ; Lijnden; On-site; EUR 65,000 - 90,000; Full time

Job summary

Just Brands - HQ is seeking a Team Lead Customer Service & Operations to lead the Customer Service team and own the end-to-end post-purchase journey, from order confirmation through delivery, returns and exchanges.

You will drive operational excellence, collaborate across E-commerce, Supply Chain, Logistics, IT and Finance, and implement technology-enabled solutions to enhance customer satisfaction and efficiency. English fluency required; Dutch language beneficial.

Qualifications

• Bachelors degree or equivalent in a related field.
• At least 7 years in customer service or related roles, with leadership experience.
• Experience with delivery, fulfillment or returns in e-commerce is advantageous.

Responsibilities

• Lead and develop the Customer Service team and post-purchase specialists.
• Own the end-to-end post-purchase journey from order to returns and exchanges.
• Monitor KPIs and SLAs; drive improvements reducing customer effort.
• Collaborate with E-commerce, Supply Chain, Logistics, IT, Finance & partners.
• Implement process improvements and new tools to enhance customer experience.

Skills

Peoples Management

Customer & Journey Focus

Operational Ownership

Analytical & Problem-Solving

Cross-Functional Leadership

Communication Skills

Adaptability & Change Leadership

Education

Bachelors degree or equivalent

Tools

Customer service software

Microsoft Office

Order management systems

Customer service tools

Job description

Just Brands - HQ is seeking a Team Lead Customer Service & Operations to lead the Customer Service team and own the end-to-end post-purchase journey, from order confirmation through delivery, returns and exchanges.

You will drive operational excellence, collaborate across E-commerce, Supply Chain, Logistics, IT and Finance, and implement technology-enabled solutions to enhance customer satisfaction and efficiency. English fluency required; Dutch language beneficial.