Customer Service Manager

Customer Service Manager

Amsterdam, reference 2026-01190

Job description

As Customer Service Manager, you will combine hands-on leadership with the opportunity to improve how a growing international service team operates. You will create an environment where colleagues feel supported, understand what is expected of them and have the confidence to deliver attentive, personalised customer g alongside another Customer Service Manager and reporting to the Director of Strategy and Operations, you will support an Amsterdam-based department growing towards approximately 50–55 colleagues. You will also coordinate with international customer service colleagues and retail role offers scope to put your experience into practice: coaching people, improving existing systems and introducing smarter ways of working while preserving the personal attention customers expect from a premium brand.

Your responsibilities will include:

• Lead, coach and motivate the team through regular individual conversations, team meetings and clear performance expectations.
• Support the onboarding and development of new colleagues, building a positive and consistent team culture during a period of growth and change.
• Translate customer service objectives into practical plans and KPIs, balancing customer satisfaction, service quality and operational efficiency.
• Review existing workflows, CRM tools and service processes, identifying opportunities for improvement and thoughtful automation.
• Use performance data and customer feedback to identify trends, improve the customer journey and report actionable insights to stakeholders.
• Collaborate with Product, Engineering, Retail Operations and international teams to resolve issues and deliver a consistent service experience.
• Take ownership of escalations and high-priority customer matters, supporting the team in finding timely and effective solutions.

This is a full-time role of 38–40 hours per week, based in Amsterdam. A strong presence on the floor is essential, with attendance at the office expected five days per week and reasonable flexibility for occasional personal appointments.

Requirements

Requirements

• At least six years of experience in customer service management, with a track record of leading teams and delivering meaningful service improvements.
• A supportive, energetic leadership style and the ability to build trust, coach individuals and bring stability to a team during change.
• Experience in a sizeable international customer service operation, ideally within a large corporate, technology, retail or similarly customer-focused environment.
• Strong familiarity with customer service software, CRM systems and process improvement. You understand effective service operations and are comfortable working hands-on with existing systems.
• The ability to translate data into practical decisions while keeping both the customer experience and the needs of your team in view.
• Excellent communication and stakeholder management skills, with experience collaborating across locations and cultures.
• Fluent English; an additional European language is an advantage.
• Availability for 38–40 hours per week and willingness to work on site in Amsterdam five days per week.
• Experience with change management or service automation would be an additional asset.

Working conditions

• A gross annual base salary of €70,000 - €100,000, depending on relevant experience and seniority, plus holiday allowance.
• A performance bonus opportunity of 10%, with 50% linked to team results and 50% to agreed individual project goals.
• An initial 12-month employment contract, with a preferred start as soon as possible.
• A clothing allowance and a 40% employee discount on the brand’s products.
• A one-week product and brand training programme in Antwerp.
• Ownership and room to make meaningful decisions, develop your team and improve customer service operations in an international environment.

Salary from: €75000,- Salary to: €100000,-

Work location

Amsterdam

Company description

Our client is an international premium menswear brand with a global retail presence and an Amsterdam-based headquarters. Combining quality craftsmanship with a strong focus on personal service, the company aims to offer an exceptional customer experience across its stores and digital the customer service department grows, the organisation is looking for a Customer Service Manager who can develop its people, strengthen team culture and help shape the next stage of its service operations.