Manager Customer Experience

LELY; Maassluis; Hybrid; EUR 74,000 - 105,000; Full time

Benefits offered by this job

Up to 8 weeks vacation

Strong pension scheme

Lely Academy courses

Campus sports facilities

Hybrid working policy

Free shuttle Maassluis

Job summary

Lely, a leader in dairy automation and data systems, is seeking a CX Manager to shape and embed Customer Experience & Journey Excellence across the organization. You will drive a customer-led culture, aligning business, product, service and marketing to customer outcomes, with governance and measurement to prove value.

You will lead a CX team, collaborate across global teams, and evolve the customer journey framework to deliver scalable improvements.

Qualifications

• Master's degree in Business, Marketing, Design, Innovation or related field.
• 8+ years in Customer Experience, Proposition Management, Service Design or related domain.
• Proven experience leading customer-centric transformation initiatives.
• Experience influencing senior stakeholders across multiple disciplines.
• Strong knowledge of customer journeys, customer research, Voice of Customer and journey management practices.
• Experience working in complex international organizations.
• Excellent facilitation, communication and leadership skills.
• Strong analytical mindset with a passion for understanding customer needs.

Responsibilities

• Define and evolve Lely's Customer Experience vision and strategy.
• Establish and maintain company-wide CX governance model.
• Build customer-centric ways of working across Business Teams and competencies.
• Own the end-to-end customer journey framework and methodology.
• Create an integrated approach for customer research and Voice of Customer and translate insights into actionable recommendations for Business Teams and roadmap decisions.
• Define and monitor CX KPIs and ensure customer experience improvements result in measurable business value.

Skills

Customer Experience

Proposition Management

Service Design

Customer Insights

Leadership

Stakeholder management

Voice of Customer

International experience

Education

Master's degree in Business, Marketing, Design, Innovation or related field

Job description

Lely, founded in 1948, is committed to creating a sustainable, profitable, and enjoyable future in agriculture. Driven by the challenges farmers face and the needs of cows, we develop high-quality robots and data systems that improve animal welfare, flexibility, and productivity on dairy farms. Our mission is to support sustainable food production.

For more than 30 years, we have been a global leader in the sales and service of automated systems for successive generations of dairy farmers. Every day, we inspire our colleagues to provide customers with innovative solutions and to be a reliable partner for long-term advice and support. With our state-of-the-art Lely Campus in Maassluis and a worldwide network of dedicated Lely Centers offering tailored sales and service, Lely operates in more than fifty countries.

Job Description

As CX Manager, youare responsible forshaping and embedding Customer Experience & Journey Excellence across Lely. You ensure that our propositions,servicesand support activities create one consistent and valuable experience for our customers.

You lead the Customer Experience function within Proposition Management and act as the connecting force between Business Teams, Product Development, Service Development, Marketing, Sales, Clusters and Lely Centers. Your mission is to create a customer-ledorganizationwhere decisions are driven by customer evidence and focused on customer outcomes.

You define and govern the customer journeymethodology, customer researchapproachand Voice of Customer framework. You help teams translate customer insights into improvement priorities, propositiondecisionsand roadmap investments. You ensure that customer journeys are measured,reviewedand continuously improved.

In this role, you lead a Customer Journey Designer andpotentialfuture CX capabilities. You create the standards,governanceand development path that enables theorganizationto consistently improve customer experiences at scale.

Your key responsibilities:

• Define and evolve Lely's Customer Experience vision and strategy.
• Establish andmaintaina company-wide CX governance model.
• Build customer-centric ways of working across Business Teams and competences.
• Own the end-to-end customer journey framework andmethodology.
• Createoneintegrated approach for customer research and Voice of Customerand translate insights into actionable recommendations for Business Teams and roadmap decisions.
• Define and monitor CX KPIsand ensure customer experience improvements result in measurable business value.

Qualifications

• Master's degree in Business, Marketing, Design,Innovationora relatedfield.
• 8+ years of experience in Customer Experience, Proposition Management, Service Design, CustomerInsightsora related domain.
• Proven experience leading customer-centric transformation initiatives.
• Experience influencing senior stakeholders across multiple disciplines.
• Strong knowledge of customer journeys, customer research, Voice of Customer and journey management practices.
• Experience working in complex internationalorganizations.
• Excellent facilitation,communicationand leadership skills.
• Strong analytical mindset combined with a passion for understanding customer needs.

Additional Information

Working at Lely means contributing to sustainable progress within one of the most innovative organizations in the Netherlands. You help make the agricultural sector more futureproof, and we ensure you have the space, resources, and support to do so.

• An international work environment that values collaboration, initiative, and diverse perspectives.
• A culture that encourages learning, experimentation, and ownership of ideas.
• Excellent employment conditions, including up to 8 weeks of vacation per year and a strong pension scheme.
• A salary range of €6,600 – €9,400 gross per month, with clear opportunities for growth within the scale.
• Full ownership of your own development, with access to a wide range of courses through the Lely Academy.
• Daily access to outstanding sports facilities at the Lely Campus: an indoor gym, outdoor padel courts, basketball and volleyball courts, table tennis, and table football. You can join Hyrox workouts or sign up for personal training and challenge your colleagues during an active break.
• Fresh coffee and tea from our own barista (with milk from our own farm) and a healthy, affordable company restaurant.

Work-life balance

• A healthy work-life balance thanks to our hybrid working policy: you work at least three days a week on Campus, with flexible hours and plenty of opportunity to spend additional time onsite (between 06:00 and 20:00).
• A free shuttle bus that takes you to and from the metro station in Maassluis, ensuring your workday starts and ends smoothly.
• And of course: we love to celebrate! Whether it’s an anniversary or the annual Christmas party. At Lely, we know how to do it.For an impression of our events, take a look at this video: https://www.youtube.com/watch?v=6WA3e0WHbxE

We are also proud that our vision and efforts have been recognized with the Rotterdam Entrepreneurs Award 2025.

Recruitment & selection agency, consultancy, and/or staffing agency?

We appreciate the interest, but we recruit all our candidates directly. We understand that as intermediaries, you want to present candidates for our great positions and contribute to our ambitions, but this is not how we have set up our recruitment process. This means that all unsolicited profiles offered on Lely vacancies will be treated as direct applications.