About the job

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 OperationsDeliver 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.

• Team Leadership & DevelopmentLead, 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.

• Financial & Administrative OversightOversee daily financial processes, reconciliations, and reporting.
• Ensure compliance with security and fraud‑prevention procedures.
• Support optimisation of financial flows and operational efficiency.

• Stakeholder & Commercial CollaborationAct 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.

• Reporting & Continuous ImprovementMonitor KPIs across service quality, operational accuracy, and team performance.
• Deliver operational and financial reports.
• Identify improvement opportunities and implement best practices.

🎯 About You

• 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).

Requirements added by the job poster

• Authorized to work in Netherlands