Job Description
Customer Experience Manager
Department: Customer Experience
Employment Type: Full Time
Location: Duiven, Netherlands
Reporting To: Leo Trigo
About the role:
As CX Manager, you will be the senior operational presence on the ground at your Arcavindi CX site. This is a newly created role that sits at the heart of how we scale our European operation. You will own site performance, lead a team of Team Leaders, drive quality and customer satisfaction, and build the kind of environment where people do their best work.
This role is all about ownership, consistency, and impact. You will be responsible for everything that happens at your site - from the daily numbers to the morale of your team - and you will work closely with the Head of CX EU to shape how the department grows.
Getting Started...
- Learn our systems, tools, markets, and the way the CX operation runs day to day.
- Build strong working relationships with your Team Leaders, agents, and key stakeholders across the business.
- Understand your site's performance baseline and identify the most important areas to focus on first.
Establishing Your Impact...
- Take full ownership of daily site performance - contact handling, quality, attendance, and team output.
- Work with Team Leaders to raise the consistency and standard of people management across the site.
- Get close to the mood and wellbeing of your team, and act on what you find.
Driving Excellence...
- Anticipate problems before they escalate and drive the actions needed to fix root causes, not symptoms.
- Contribute to cross-site planning, hiring, and the department's growth alongside the Head of CX EU.
- Build a site culture where performance, care, and continuous improvement go hand in hand.
Key Goals and Objectives:
- Maintain and improve performance against all CX KPIs at site level - interactions, quality, wait times, and email response.
- Create a site environment where agents feel supported, heard, and motivated to perform at their best.
- Work with the QA Lead to act on quality findings and drive down customer dissatisfaction at site level.
- Develop Team Leaders who grow in confidence and capability over time, and progressively take on more ownership.
- Contribute proactively to hiring, workforce planning, and operational improvement across the department.
Key Responsibilities
Key Responsibilities:
- Own site performance across all channels and metrics on a daily and weekly basis.
- Lead, support, and develop Team Leaders - initially in an oversight capacity, progressively as their direct line manager.
- Monitor and respond to quality trends at your site in collaboration with the QA Lead.
- Take ownership of customer dissatisfaction patterns - investigate root causes and drive corrective action.
- Actively manage team wellbeing and engagement - listen, act, and create conditions where people thrive.
- Ensure the site operates in line with local employment law, HR policy, and any site-specific regulatory requirements.
- Contribute to hiring decisions and workforce planning for your site.
- Identify opportunities to improve processes, reduce manual effort, or make better use of tools and technology.
- Collaborate with the training team on process documentation and ensure the site operates from accurate, up-to-date ways of working.
- Represent your site in cross-site meetings and keep the Head of CX EU informed on performance and anything worth flagging.
Skills, Knowledge and Expertise
Essential Skills and Experience:
- Proven experience managing a customer service or contact centre operation, with direct responsibility for team performance and people outcomes.
- Experience managing Team Leaders or other people managers, not just individual contributors.
- A track record of building structure, processes, and standards in an environment where they didn't already exist.
- Comfortable operating independently and driving a site forward with minimal oversight.
- Strong people instincts - able to read a team, spot issues early, and act before they escalate.
- At ease with ambiguity and change - Arcavindi is scaling fast and this role will grow with it.
Desirable Skills and Experience:
- Experience launching or standing up a new site, team, or operation from scratch.
- Background in a start-up or scale-up environment.
- Experience managing across multiple languages, nationalities, or cultural contexts.
- Commercial awareness - understands the relationship between headcount, cost, and operational efficiency.
- Proficiency in one or more of our active languages: Dutch, German, French, Italian, or Spanish
