Operations & Customer Experience Manager

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 Operations

• Deliver 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 & Development

• Lead, 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 Oversight

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

Stakeholder & Commercial Collaboration

• Act 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 Improvement

• Monitor 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).
• Availability to work on a rotating shift schedule, including one weekend day, within store operating hours of 10:00 AM to 9:00 PM.