Post-Purchase Experience Leader

Just Brands - Fashion & Retail; Lijnden; On-site; EUR 75,000 - 105,000; Full time

Job summary

Just Brands - Fashion & Retail is seeking a Team Lead Customer Service & Operations to lead the Customer Service team and own the end-to-end post-purchase journey. You will drive operational excellence, coach a high-performing team and partner with E-commerce, Supply Chain, Logistics, IT and Finance to improve the customer experience.

You will focus on reducing customer effort, improving delivery and returns processes, and enabling technology-enabled improvements.

Qualifications

• Bachelor’s degree or equivalent in customer service, e-commerce, operations, business or related field.
• 7+ years in customer service/e-commerce, with 1–2 years in leadership.
• Experience with delivery/fulfillment/returns in e-commerce is advantageous.
• Fluency in English; Dutch/German 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 the end-to-end post-purchase experience from order to returns and refunds.
• Monitor delivery performance and drive improvements with Supply Chain and Logistics.
• Oversee returns, refunds and exchanges with efficient execution.
• Define and monitor customer service KPIs and SLAs and drive actions.
• Analyze feedback and data to identify pain points and improvements.
• Collaborate cross-functionally with E-commerce, Supply Chain, IT, Finance and Marketing.
• Manage external partners’ performance and drive corrective actions.
• Provide training and coaching to maintain knowledge and process alignment.
• Lead projects on process redesign, new tools, and automation.

Skills

People management

Customer focus

Analytical thinking

Project management

Education

Bachelor’s degree or equivalent

Tools

Customer service software

Microsoft Office

Order management systems

Job description

Just Brands - Fashion & Retail is seeking a Team Lead Customer Service & Operations to lead the Customer Service team and own the end-to-end post-purchase journey. You will drive operational excellence, coach a high-performing team and partner with E-commerce, Supply Chain, Logistics, IT and Finance to improve the customer experience.

You will focus on reducing customer effort, improving delivery and returns processes, and enabling technology-enabled improvements.