Operations & Customer Experience Manager

Confidential; Amsterdam; On-site; EUR 65,000 - 90,000; Full time

Job summary

Confidential in Amsterdam seeks an Operations & Customer Experience Manager to lead a high‑performing, luxury‑retail team in a fast‑paced, customer‑facing setting. You will oversee daily operations, ensure process compliance, and manage complex customer cases for international clients.

You will coach staff, oversee scheduling, train new team members, conduct performance reviews, and deliver operational and financial reports to support growth, efficiency, and an exceptional brand experience.

Qualifications

• 3–5 years of management experience in luxury retail, hospitality, or high‑end customer service.
• Strong leadership and communication skills.
• Proven operational and commercial awareness.
• Ability to thrive in a dynamic, customer‑centric environment.
• Proficiency in MS Office tools.
• Business‑level English; additional languages are a plus.
• Ability to obtain a Dutch Certificate of Conduct (VOG).

Responsibilities

• Deliver a seamless, high‑quality service experience for international customers.
• Oversee daily workflows, ensuring compliance with internal processes and regulatory standards.
• Manage complex customer cases and collaborate with internal support teams.
• Uphold brand standards and operational consistency.
• Lead, coach, and inspire a diverse customer‑facing team.
• Manage scheduling, holidays, and absences.
• Train new team members on tools, processes, and service excellence.
• Conduct performance evaluations and foster an inclusive, positive culture.
• Oversee daily financial processes, reconciliations, and reporting.
• Ensure compliance with security and fraud‑prevention procedures.
• Support optimisation of financial flows and operational efficiency.

Skills

Leadership

Communication

Interpersonal skills

MS Office proficiency

English (business level)

Tools

MS Office

Job description

Are you a people‑centric leader who thrives in a fast‑paced, premium environment?

We are seeking an Operations & Customer Experience Manager to elevate daily operations and lead a high‑performance team in one of Amsterdam’s most customer‑facing settings.

This is your chance to shape an exceptional experience for international customers while driving operational excellence, financial accuracy, and team development.

What You'll Lead

Customer Experience & Daily Operations

• Deliver a seamless, high‑quality service experience for international customers.
• Oversee daily workflows, ensuring compliance with internal processes and regulatory standards.
• Manage complex customer cases and collaborate with internal support teams.
• Uphold brand standards and operational consistency.
• Lead, coach, and inspire a diverse customer-facing team.
• Manage scheduling, holidays, and absences.
• Train new team members on tools, processes, and service excellence.
• Conduct performance evaluations and foster an inclusive, positive culture.
• Oversee daily financial processes, reconciliations, and reporting.
• Ensure compliance with security and fraud‑prevention procedures.
• Support optimisation of financial flows and operational efficiency.

Stakeholder & Commercial Collaboration

• Act as the main operational contact for internal and external partners.
• Build strong relationships with retail and commercial stakeholders.
• Support business growth through service optimisation and partnership collaboration.
• Monitor KPIs across service quality, operational accuracy, and team performance.
• Deliver operational and financial reports.
• Identify improvement opportunities and implement best practices.

You bring:

• 3–5 years of management experience in luxury retail, hospitality, or high‑end customer service.
• Strong leadership, communication, and interpersonal skills.
• Proven operational and commercial awareness.
• Ability to thrive in a dynamic, customer‑centric environment.
• Proficiency in MS Office tools.
• Business‑level English; additional languages are a plus.
• Ability to obtain a Dutch Certificate of Conduct (VOG).