Do happy customers light you up? Are you the kind of person who can’t stop spotting ways to make things smarter, faster, better? Then keep reading. At Roots & Branches, you’ll build the customer service function of the future, not as a cost center, but as one of our most powerful sales drivers. A lean machine that fuels growth through retention, reviews and reputation, powered by AI and smart systems.
Roots & Branches is a fast-growing e-commerce group operating across Europe and the USA. We build brands that win on Amazon, Bol and our own webshops. We’re doubling in size over the next few years, and we plan to do that without doubling our service team. That’s where you come in. You’ll work from our office in Tilburg and report directly to the CEO and Operations Manager.
Your role
You own the customer experience across every brand and every channel, and you treat it like a revenue lever. Every interaction is a chance to win a repeat customer, earn a 5-star review and outshine competitors. You sit above the operation, not inside it. The day-to-day work is handled by our two experienced customer service specialists (Dutch/English and German/English). You lead them, but your real job is designing the system, deploying AI and turning customer experience into measurable growth.
You’re genuinely obsessed with customer satisfaction, but you also think commercially. You know that better service means better reviews, higher conversion, lower returns and stronger margins. You love mapping the customer journey and finding the moments where we can win loyalty and revenue. You see patterns in complaints that others miss, and you feed them straight back to our Product team.
And you build. Workflows, automations, AI solutions, integrations. Everything that lets us scale impact without scaling headcount.
What you’ll be doing
Customer experience as a growth engine
• Turn NPS, CSAT, review scores and contact ratio into commercial KPIs.
• Drive review volume and ratings up, across every marketplace and webshop.
• Spot structural issues and fix them at the root, protecting margin and ranking.
• Build retention and loyalty programs that turn one-time buyers into repeat customers.
Systems and automation
• Design a lean service operation that scales with us.
• Deploy AI for classification, first-line responses, translations and analysis.
• Optimise E-desk (or a comparable tool) with smart workflows and macros.
• Automate everything that can be automated, so the team can focus on what creates value.
Collaboration and feedback loop
• Work hand-in-hand with product, content, supply chain and marketing.
• Turn customer insights into concrete actions that drive sales and reduce returns.
• Make customer service a growth engine, not a back-office function.
Team and leadership
• Lead our two experienced customer service specialists.
• Keep quality high and make sure they have everything they need to thrive.
• Coach where it counts, but let them run the execution.
• Keep the team small by working smarter, not bigger.
Strategy and commercial impact
• Build a service function that drives revenue, retention and brand reputation.
• Experiment, measure, scale what works.
• Drive cost-per-contact down while customer lifetime value goes up.
What you bring
• Experience as a Customer Service Manager (or similar) in e-commerce.
• A real grip on marketplace dynamics (Amazon, Bol) and DTC.
• A track record of building service systems that actually scale.
• A commercial mindset: you understand how service drives sales, not just costs.
• Hands-on experience with AI and automation. You’re already using it, not just reading about it.
• Strong with data: NPS, CSAT, review analysis, contact patterns, retention metrics.
• Experience with E-desk, Gorgias, Zendesk or similar tools.
• Operationally sharp, but your real superpower is building systems.
• Fluent in English (the working language). Dutch is a big plus but not mandatory. German is nice to have.
• Genuinely obsessed with customer satisfaction. Not as a buzzword, as a drive.
What we offer
• Salary between €3,460 and €4,760 full-time, depending on experience (CAO Detailhandel).
• Performance bonus tied to annual goals.
• Contract for 32 or 40 hours.
• Hybrid working, up to 2 days per week from home.
• 28 vacation days per year.
• Sports allowance.
• Travel reimbursement, including an NS Business Card.
• A direct line to the CEO.
• Full ownership of customer service across the group.
• A small, great team to build with.
• The space and the mandate to build, automate and experiment.
• A great office in Tilburg’s Spoorzone, right next to the central station.
About Roots & Branches
Roots & Branches is a fast-growing e-commerce group with multiple brands across Europe and the USA. We build scalable brands with a focus on performance, speed and quality.
Ready to make an impact?
Think you’re our next Customer Service Manager e-commerce? Apply and show us how you’d turn customer experience into a growth engine.
Apply now