Customer Experience & Process Improvement Specialist

Company: BEERWULF (part of The HEINEKEN Company)

Location:

Amsterdam – relocation is not supported and only local candidates are therefore being considered

Final date to receive applications:
September 11th (please note we might close the role early if we receive sufficient applications, so don’t delay!)

Beerwulf is a fast-growing e-commerce company on a mission to revolutionize the way people discover, buy, and enjoy beer m classic lagers to bold craft brews, we offer a wide and ever-evolving range of beers and draught solutions through our innovative online platform. Headquartered in Amsterdam, we combine a passion for beer with the power of data and technology to create the ultimate beer experience for our customers across Europe.

As a senior member of the Customer Care team, you are responsible for driving continuous improvement across customer journeys, service processes, and operational performance. You act as the voice of the customer across all markets and lead initiatives that simplify, streamline, and elevate the experience for both customers and internal teams. By applying data-driven insights, service design, and collaboration with cross-functional stakeholders, you ensure that Beerwulf delivers efficient, consistent, and customer-first experiences at every touchpoint.

• Lead the mapping, analysis, and improvement of customer journeys across markets, identifying friction points and prioritising impactful solutions.
• Represent Customer Care in cross-departmental forums, ensuring customer feedback and operational insights translate into actionable improvements.
• Build and maintain frameworks for capturing, analysing, and sharing Voice of the Customer feedback company-wide.

• Lead or support cross-functional projects that reduce operational workload and improve service quality, e.g. automation, self-service, and proactive communication initiatives.
• Collaborate with the Product, Commerce, and Category Management teams to design and implement scalable processes that improve customer satisfaction and efficiency.
• Use data and insights to propose new ways of working, introducing tools or methodologies that enhance internal collaboration and the customer experience.

• Act as the main point of contact for escalations from Level 1 (outsourced) agents, ensuring timely, accurate, and empathetic responses to customer issues.
• Provide guidance, clarification, and decision support to L1 teams to resolve complex cases effectively.
• Partner with our external agencies to ensure alignment on process, tone, and escalation handling.

• Maintain consistency across knowledge bases, FAQs, and process documentation to ensure clarity and continuous improvement.
• Support other Customer Care specialists when needed, sharing best practices and ensuring flexibility across projects.

Education:

University degree preferred

Language:
English (fluent in speaking & writing)

• Strong demonstrated experience within Customer Care / Customer Experience
• Practical mindset and hands-on mentality
• Confident operating with ambiguity and limited structure
• Comfortable taking ownership and driving outcomes independently
• Not afraid to challenge, influence, or tell people what needs to happen when required (must be comfortable representing the 'voice of the customer' within the company)
• Able to work collaboratively across departments

• A gross monthly salary ranging from €3.461 to €4.327, based on your experience and expertise.
• Travel allowance: NS business card with full reimbursement of your commute if you live more than 10 KM from the office or expense € 0,27…