Customer Experience Manager

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Customer Experience Manager

role at

CWS Hygiene Nederland .

We are a leading provider of sustainable hand and toilet hygiene solutions and a pioneer in sustainability within our sector. This position is key to strengthening and retaining our team. Can you help us?

Mission As Customer Experience Manager you are the linking factor between our customers and internal teams. You develop and implement a thoughtful customer experience strategy, train colleagues in customer-focus, communication and service excellence. Your passion for the field puts the customer at the centre and you inspire colleagues to do the same. In this role you report to our Head of Customer Care.

Key Responsibilities

Develop and execute the customer experience (CX) strategy in line with the vision of our European headquarters.

Lead projects focused on improving touchpoints across the customer journey.

Assess, follow up, and analyze customer feedback, identify risks, and implement concrete improvement actions.

Develop, coach, and train our customer care teams in customer‑oriented behaviour, service, and collaboration.

Set up internal programmes for continuous improvement of customer experience and actively seek collaboration with stakeholders and other departments such as sales and service.

Monitor KPIs such as cNPS, case volume, and cancellations.

How You Will Deliver Excellent Customer Experience At CWS Hygiene we value personal connection and you should be able to find your place in the team.

Qualifications

HBO-level education, plus a minimum of 5 years experience in customer experience.

Seamlessly combine strategy and practice, and bring others along thanks to your communication and coaching skills.

Empathetic, analytical, results‑oriented, with a demonstrable passion for customer experience.

Knowledge of CX methodologies (NPS, CES, customer journey mapping, etc.) is essential; experience with CRM systems such as Salesforce is a strong plus.

Excellent Dutch language skills and good English proficiency.

The role requires occasional travel to other locations beyond our headquarters in Den Bosch.

Benefits

Competitive salary aligned with market and your experience.

Bonus scheme allowing you to earn up to 10% of your annual salary.

End‑of‑year bonus of 5.33% and vacation pay of 8.33%.

25 vacation days, plus an extra day for volunteer work and the option to purchase five additional days per year.

Laptop and phone.

High degree of freedom and flexibility; work from home 1 (or sometimes 2) days a week.

About CWS Hygiene CWS Hygiene is the market leader in sustainable hand and toilet hygiene and floor care products. You may have seen us on the toilet in Pathé, on the entrance of Albert Heijn, or with our pink cleaning carts on the road. Together with 4,000 employees across 15 countries, we are contributing to a healthier and safer future. Join us and make a difference.

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