Customer Experience Manager

Let your career roar as Customer Experience Manager at Lionsville!

You make the difference between a good supplier and a partner that customers never want to lose.

At Lionsville, we take responsibility for what we promise: a promise is a promise. As Customer Experience Manager, you are the one who fulfills that promise every single day. You are the face of Lionsville to our customers. You determine how they experience our Business Tech Boutique, and thereby whether they continue to choose us. A crucial role, with plenty of room, plenty of influence, and ample challenge.

You sit at the table with the management and are also in the middle of the execution. You know the customer, the team, and the agreements better than anyone. You ask sharp questions, take charge, and ensure that customer experience is not an abstract concept, but a result that you can measure and feel.

This is the role for someone who claims ownership, and delivers on it.

Relationship and Stakeholder Leadership
You are the fixed point of contact and integral owner of the services provided to your clients. You build relationships based on trust, openness and equality, from the operational level up to the board. You are regularly present on site in person, because that is where it happens. This is how you ensure that Lionsville is seen as a strategic partner.

Project management with impact
At the start of a new customer relationship or a major project, you take the lead. You manage the project and establish governance, meetings, escalation lines, and agreements. You keep planning, risks, and stakeholders sharply in view and ensure that everyone knows where they stand.

Service management and customer experience
You monitor the agreed service levels (SLAs) and KPIs and adjust directly when necessary. You measure how customers experience the collaboration using NPS, XLAs, and customer satisfaction surveys, and translate the outcomes into concrete improvements. You are the tactical escalation point: when things get tense, you step up.

Reporting that matters
You provide clear, reliable reports to the customer. Data must be correct, and you ensure that it is. You don't just report; you use the insights to take action. You signal risks early and turn them into actions.

Connecting leadership and growth
You work intensively with our engineers, Tech Leads, and Business Development. You guard the common thread and ensure that everyone works towards the same goal: impact for the customer. You see opportunities, take on smaller expansions yourself, and bring larger opportunities to life together with Business Development. You safeguard the quality of service according to the applicable quality standards.

About Lionsville

We are a Business Tech Boutique. Organizations come to us with business-critical challenges, and we help them realize their business ambitions with the most suitable and latest technology. We tackle complex IT projects from strategy to realization.

You enjoy going through fire for your customers and love working with renowned clients and a strong team.


Experience and knowledge

• Demonstrable experience in service management: you have managed SLAs and KPIs and know how to fulfill service levels in practice
• Demonstrable experience with reporting to customers and management
• Experience with project management, preferably with IT transformations or digital change processes in a complex organizational environment
• Knowledge of ITIL (at least ITIL v4 Foundation)

• You build trust by taking ownership
• You see the person behind the customer
• You connect people, interests, and perspectives
• You communicate honestly, directly, and with courage
• You are fearlessly curious and not afraid to challenge
• You feel at home in a scale-up where change is the norm
• You celebrate successes together, no solo victories

Practical

• You live in the Randstad and speak fluent Dutch
• You consider it a matter of course to work at the customer's location several days a week

What do we offer?

• A competitive gross annual salary between €86,000 and €106,000
• Lease car or mobility allowance
• MacBook or Windows laptop
• Claude code premium seat
• 25 vacation days and 8% holiday allowance per year
• €4000,- training budget per year
• An inspiring workplace in the Titaan (The Hague)
• Fun outings ranging from culinary sensations and social and sporting activities to family day.

Ready to join the pride? Apply now!