Lead Voice of the Customer (all genders)

Urbansportsclub; Amsterdam; On-site; EUR 80,000 - 120,000; Full time

Benefits offered by this job

Free L Pro membership + discounts fors

Hybrid work model

Extended remote work options within EU

30 days vacation + volunteering days

€1,000 annual development budget

Weekly language classes

Job summary

Urban Sports Club is seeking a Customer Experience leader to architect and elevate journeys for members and partners across brands. You will guide a CX team, align with Product, Marketing, and Sales, and drive a proactive approach to reducing avoidable contacts through a Contacts to Zero strategy.

You will translate feedback into business requirements, set CX quality standards, and advocate continuous improvements, fostering a customer-first culture in a hybrid setup.

Qualifications

• 3–5 years of experience in Customer Service or Customer Experience.
• At least 2 years in a people leadership role.
• Degree in Business, Communications, or related field.

Responsibilities

• Lead a team of CX Specialists to design a frictionless journey.
• Collaborate with Product, Engineering, Finance, Marketing and B2B teams.
• Identify systemic pain points and drive the Contacts to Zero strategy.
• Translate feedback and CX data into actionable business requirements and product improvements.
• Define and monitor customer experience quality standards.
• Champion a customer-first mindset across the organization.

Skills

Team leadership

Customer experience

Cross-functional collaboration

Stakeholder management

CX data analysis

Education

Bachelor's degree in Business/Communications or related field

Tools

Zendesk

CX analytics tools

AI technologies

Job description

Meet Urban Sports Club

We are among the leading platforms for sports and wellness in Europe, dedicated to inspiring people to live active, healthy lives. With just one membership we offer access to thousands of fitness and wellness experiences across the continent.

But what truly sets us apart? We believe our people are at the heart of everything we do. If you’re curious about how we work, what we value and how you might grow with us, explore Culture Hub & Career Opportunities.

*Big news: Wellhub and Urban Sports Club unite!*
Urban Sports Club is now a proud part of Wellhub, creating a global wellbeing ecosystem. Together, we connect 39,000 corporate clients and 97,000 wellness partners across 18 countries, offering millions of people even more ways to stay active and take care of their health.

The opportunity

The primary focus of this role is to architect and elevate the customer experience for members, partners, and clients across all brands. You will serve as the strategic bridge between customer expectations and company delivery, leading a team of CX Specialists to design a frictionless journey.
By collaborating with Product, Marketing, Finance, and Sales, you will identify systemic pain points and drive a "Contacts to Zero" strategy. Rather than just managing inquiries, you will focus on refining the end-to-end journey to ensure that processes are intuitive, streamlined, and high-value, reducing the need for support interactions.

What you will do

• You analyze end-to-end member and partner journeys to identify friction points and improve the customer experience
• You lead cross-functional initiatives to simplify internal processes and create seamless customer interactions
• You partner with Product, Engineering, Finance, Marketing, and B2B teams to ensure new products and policies are customer experience–ready
• You drive the "Contacts to Zero" strategy by identifying and eliminating the root causes of avoidable customer contacts
• You translate customer feedback and CX data into actionable business requirements and product improvements
• You define and monitor customer experience quality standards to ensure consistent service excellence
• You champion a customer-first mindset by advocating for continuous improvements across the organization

What you will need to succeed

• You lead and develop a high-performing team, fostering a culture of coaching, collaboration, and continuous growth
• You solve complex customer experience challenges by identifying root causes and implementing sustainable process and product improvements
• You drive organizational change and champion a customer-centric mindset across teams and stakeholders
• You analyze CX data to generate actionable business insights and identify opportunities to improve customer satisfaction and operational performance
• You communicate effectively with cross-functional stakeholders and influence decisions through strong presentation and stakeholder management skills
• You bring 3–5 years of experience in Customer Service or Customer Experience, including at least 2 years in a people leadership role, with a degree in Business, Communications, or a related field
• You leverage CRM platforms (e.g., Zendesk), CX analytics tools, and AI technologies to optimize customer operations; previous frontline support experience and additional European languages are a plus

What’s in it for you

• Free Urban Sports Club L Pro Membership + Friends and Family Discount: Stay active with free membership, plus discounts for friends and family.
• Flexible Work Model: Enjoy a hybrid work setup, balancing on-site and remote work options to fit your lifestyle.
• Extended Remote Work Options: Work up to 120 days remotely within the EU, the UK, and Switzerland, including 30 days outside the EU. You’ll also have the option to desk-swap at our other European offices.
• WorkOUT Life Balance: Take advantage of 30 days of paid vacation annually, plus two additional days for volunteering, flexible working hours, and complimentary access to our mental health provider Open Up.
• Personal Development: Receive an annual budget of €1,000 for professional growth, with regular internal training sessions and weekly German and English language classes.
• Engaging Team Culture: Participate in regular team and company events along with wellness initiatives that help you stay productive, healthy, and engaged in a hybrid work environment.

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).