Jobs in the Netherlands, in English.

Customer Care Manager

Hybrid in Amersfoort·Full-time·Added 6 days ago (last checked 30 Oct)

Lease a Bike

3 open roles

Apply

Our summary

Salary: €5,500 - €6,000 a month
Work mode: Hybrid, Amersfoort
Contract: Full-time
Languages: Dutch
Experience: 3+ years

Skills

This job advert was originally written in Dutch.

Requirements

What we're looking for

KPIs: You establish the overarching Customer Care KPIs and monitor them (including CSAT/NPS, One Touch, and Cost per Contact). You ensure a stable quality of service, even when results are under pressure.
Vision, strategy & scalability (Long-term Build): You develop and realize the multi-year Customer Care strategy. You set up the organization and processes so that the customer contact volume can double without a proportional increase in costs or loss of quality.
System & technology transformation: You are the strategic owner of the technology and process landscape. Together with the Product & Innovation team, you implement and safeguard smart tooling, automation, and AI solutions that further improve our service.
Indirect leadership & organizational development: You coach and develop your two team leads and act as their strategic sparring partner. You connect team goals to our growth ambitions and stimulate a culture of open feedback, agility, and continuous improvement.
Resource & capacity strategy (WFM): You translate forecasts of customer contact volumes into concrete capacity plans, budgets, and staffing needs.
Data-driven improvement: You represent the voice of the customer towards the MT, Sales, Marketing, and Product/IT. You identify opportunities for improvement based on data, convert these into concrete actions, and use customer insights to further develop the organization.

Nice to have

Thinking level: Demonstrable university-level working and thinking ability.
Work experience: At least 3 to 5 years of relevant experience within Customer Care or Customer Operations, in a role with ultimate responsibility within a scalable organization (experience in a scale-up or corporate environment is a plus).
Indirect leadership: Demonstrable experience in managing, coaching, and developing managers or team leads.
Department size: Experience with ultimate responsibility for a department of at least 20 FTE (direct and indirect).
Change management: A demonstrably successful track record in designing and implementing organizational changes, such as process redesign, digitalization, and scaling up.
Technology & AI: Experience with AI applications (such as bots and automation) and advanced WFM and data dashboards within Customer Care.
Languages: Excellent command of Dutch and English, both spoken and written.

Pay & benefits

What you'll get

A gross monthly salary of € 5,500 to € 6,000, depending on experience (scale 9);
A contract for 36 or 40 hours per week, with room for flexibility and a healthy work-life balance;
A generous individual choice budget, with 31 vacation days (based on 40 hours), 8% holiday allowance, a 13th month, and an annual profit sharing;
Hybrid working: a good balance between our head office in Amersfoort and working from home, including a laptop, phone, and a net home-working allowance;
The possibility to purchase or lease a brand-new lease bike (Pon brand), with an attractive employer contribution of € 100 per month;
A healthy lunch at the office in Amersfoort for a small contribution;
An attractive pension scheme (Lease a Bike contributes 20%);
Access to training via Pon and StudyTube;
An inspiring working environment with short lines. You report directly to our Operations Manager. Together, you will spar about strategic issues and build the customer organization of tomorrow.

The role

Getting the whole of the Netherlands on a bike! That is the mission we dedicate ourselves to with passion every day at Lease a Bike.

To support the strong growth of Lease a Bike Netherlands, we are building the customer organization of the future. As Customer Care Manager, you will provide direction to the changes needed to continue offering excellent service to our customers even as we grow further.

What you'll do

As Customer Care Manager, you are responsible for developing, setting up, and scaling our Customer Care organization: 'build the business'. You determine the multi-year Customer Care strategy, including AI and automation trajectories, and monitor the quality of our service using clear KPIs. You directly manage two team leads (first-line 'core' and second-line 'expert'), who are responsible for the daily operations. In total, you are responsible for a department of 25 FTE.

About the organization

Lease a Bike was born out of a love for people and bicycles. For us, cycling is more than a means of transport: it is a way of life that contributes to a healthier and more sustainable world. Do you want to make an impact in an organization where vitality and fun go hand in hand? Join the ride! As a scale-up, we are part of mobility provider Bike Mobility Services Group (Pon). Our brand is active in six countries and is a market leader in the Netherlands.

Apply

Enthusiastic about Lease a Bike and the role of Customer Care Manager? For the recruitment and selection of this vacancy, we work exclusively with Bischoff van den Hombergh. The first selection procedure is therefore handled by them.

The procedure consists of a contact moment with Bischoff van den Hombergh. This will be followed by an initial introductory interview and a second interview, for which you will work out a case.