Customer Service Quality Manager

Please note that the location of this vacancy will be moving from Almere to Hilversum as from Summer 2026!

The job:

• Developing a complete Quality program from onboarding to improving and monitoring our lovely team of multilingual agents.
• Contribute to our strategic plan on how to deliver World Class Service in our dynamic Omnichannel environment.
• Taking ownership in the complete Quality cycle, including management of our coaches.
• You will get the possibility to have a huge impact on our Customer Experience, not only within our Customer Service team but within the entire E-commerce department!
• Co-responsible for reducing the number of cases handled by Customer Service by resolving friction points in the customer journey

The ideal candidate:

• Has a passion for Customer experience and knows how to inspire others.
• At least 3 years of experience coaching on senior level within a Customer Service department.
• Experience in creating end to end Quality programs with long and short term goals.
• Proactive and flexible attitude, you know when to steer on predefined goals, but also when to adjust them to new situations.
• Fluent in English and another European language, preferably Dutch or German.
• Previous experience in managing a team of professionals.
• Experience in reducing the number of cases by leveraging an (external) bot is a plus/must-have.
• Experience working with an external Customer Service partner is a plus

Hunkemöller strives to be a much loved, social & inclusive brand. A place where people love to work, are proud of the brand, and where we create true brand ambassadors. Working in a passionate, energetic, design-led and performance-driven environment where our key customer persona 'Shero' sits at the heart of everything we do. Hunkemöller is certified TOP EMPLOYER of the Netherlands 2024, which underlines our people initiatives and achievements.

Together Tomorrow – Join a Retailer that's on the move to be better for our planet, better for people, better together! From diversity & inclusion, reducing waste, to product care and how we work with our suppliers, our Together Tomorrow initiative reflects what we do and helps drive change across our business. Ready to help us achieving our ambitious goals? Where ever you'll start working with us, if in Stores or our HQs, you can contribute!

Apply now with your CV or Linked In profile only.

For this role, we’re not looking to work with external agencies.