Head of Customer Experience

Head of Customer Experience Who we are: Here at NL.Works we are experts in our field, working without unnecessary bureaucracy and truly caring for each client. For us, this is more than just a business — it’s a mission to make complex processes clear and to ensure that working with people is efficient and transparent. We develop projects in the fields of immigration, relocation, and payroll consulting, helping businesses hire talent globally and relocate employees to the Netherlands. We support the relocation of teams and entire companies, advising both employers and professionals on immigration and labor laws. Our company is constantly growing, and we continue to look for those who want not just to complete tasks but to influence processes, propose ideas, and bring them to life. We value initiative, independence, and imagination. We believe that It's Never too late to relocate For over 10 years, we have been helping IT specialists, finance professionals, startups and scaleups to discover new opportunities, build careers, and adapt to work and life balance in a new setup. We know how challenging this process can be and strive to be more than just consultants — we aim to be a trusted friend and a steady support in the complexities of building a new life in a new country. We create an environment where open dialogue and direct interaction matter a lot, and create the opportunity to see the real impact of your work. Growth at our company isn’t limited to promotions — you can also expand your skills, explore new fields, and even transition into different businesses within our group of companies. Who we are looking for: We are looking for a Head of Customer Experience to strengthen and expand our customer engagement strategy, improve service quality, and drive continuous development. This role requires not only managing ongoing processes but also directly working with customers, handling complex cases, developing the team, automating workflows, and implementing key performance metrics. More than just efficiency and processes, our real goal is to make customers truly happy and build a company reputation that people trust and talk about. What you will be busy with: Leading and developing the customer service team, fostering expertise and building deep knowledge in our niche Creating a culture where the team continuously learns and improves, ensuring we stay the go-to experts in our field Managing customer interactions, including handling escalations and strategic client cases Streamlining processes and driving automation to improve efficiency—but always with the end goal of customer happiness, not just optimization Establishing customer experience metrics and using insights to enhance service quality Creating and implementing mechanisms for collecting and analyzing customer feedback, ensuring we deeply understand what makes our clients happy Collaborating with other internal teams to refine processes that impact customer experience Building strong relationships with partners and institutions on immigration and relocation matters Ensuring transparency, predictability, and a high level of trust in customer interactions What will help you succeed: Proven experience in managing customer service or customer experience teams Readiness to personally engage with clients, resolve complex cases, and handle strategic accounts Strong negotiation skills to advocate for customers while maintaining business interests Team leadership experience, with a focus on building expertise and driving knowledge-sharing Understanding of how to define and measure service quality, but with a mindset that real success is happy, engaged customers Analytical skills and the ability to identify what truly matters to clients and act on it A proactive approach, with the ability not just to maintain current processes but to rethink them to create a truly outstanding experience Fluent English is required; strong spoken Russian is essential. Dutch is a plus and would bring us joy What we offer: The opportunity to elevate customer experience, shaping a team that sets industry standards A role that combines strategy, hands-on customer work, and team management A dynamic work environment where initiative and a passion for customer happiness are valued The chance to make a real impact on how our company is seen by clients and the market Does this sound exciting to you? We would love to hear from you Send us your CV to JobsNL.works :-)

Location: Nederland, NL

Posted Date: 4/19/2025