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Salary: EUR 4,500 - 5,700 / monthly
DeWarmte makes it easy for customers to transition from gas heating to smart, design-forward heat solutions. As the company scales rapidly, the customer journey—from initial sales contact through planning, installation, onboarding, service, and maintenance—is becoming increasingly complex. The company seeks a Customer Experience Manager to own the quality and consistency of the entire customer experience across all touchpoints and interactions.
In this role, you will be the functional owner of Customer Experience at DeWarmte, reporting directly to the CEO. You will define CX standards across the organization, systematically identify gaps, and drive improvements across Marketing, Sales, Operations, Installation, Support & Service, and Software teams. You are not expected to execute every project yourself; instead, you establish clear ownership, objectives, deadlines, and quality standards for improvements, then monitor progress and results.
Key responsibilities include:
- Manage and continuously improve the existing customer journey and process maps, identifying opportunities for enhancement
- Develop CX standards for major customer touchpoints in collaboration with teams, monitor adherence, and hold teams accountable
- Analyze reviews, complaints, customer feedback, and operational data to identify structural problems and prioritization opportunities
- Translate insights into a clear, prioritized CX improvement roadmap
- Initiate improvement projects across teams, establishing clear ownership and success criteria
- Lead cross-functional CX projects from analysis through implementation
- Measure post-implementation impact to confirm improvements achieve desired outcomes
- Own the approach to Google Reviews and Trustpilot: ensure timely, quality responses; route problems to appropriate owners; drive swift follow-up
Success is measured by customer feedback scores at key journey milestones, Google and Trustpilot ratings, speed and quality of review responses, resolution of structural customer pain points, and delivery quality of major CX improvement projects.
You combine high quality standards and strong analytical ability with execution power. You can dive deep into details while identifying where the greatest impact lies, and you can drive improvements at a senior level across the entire organization. You are hands-on: comfortable answering a review, analyzing a process map, or executing a smaller project end-to-end when needed. You have the seniority and persuasiveness to challenge and hold accountable stakeholders at all levels, even those who do not report to you.
Requirements:
- Multiple years of relevant experience in customer experience, customer operations, customer journey management, process improvement, project management, or comparable roles (demonstrated achievements valued over title)
- Proven experience improving customer journeys and processes, preferably in a fast-growing B2C environment with complex operational customer journeys
- Demonstrated ability to convert customer feedback and data into concrete improvements
- Strong analytical capability: distinguish individual complaints from structural problems, identify root causes, and determine where to drive maximum impact
- Exceptional attention to detail and high quality standards; you notice inconsistencies, typos, unclear communication, and brand deviations others miss
- Strong project management skills: bring structure, make ownership and deadlines explicit, and deliver multiple improvement initiatives to completion
- Seniority and persuasiveness to challenge and hold stakeholders accountable across levels
- Hands-on mentality and willingness to execute as needed
- Fluent Dutch and English communication; German is a plus
- Experience in a scale-up, consumer tech, energy, mobility, home services, or similar environment with complex operational customer journey is a strong plus
