Manager Customer Experience

As CX Manager you are responsible for shaping and embedding Customer Experience & Journey Excellence across Lely. You ensure that our propositions services and support activities create one consistent and valuable experience for our customers. 

You lead the Customer Experience function within Proposition Management and act as the connecting force between Business Teams Product Development Service Development Marketing Sales Clusters and Lely Centers. Your mission is to create a customer-led organization where decisions are driven by customer evidence and focused on customer outcomes.  

You define and govern the customer journey methodology customer research approach and Voice of Customer framework. You help teams translate customer insights into improvement priorities proposition decisions and roadmap investments. You ensure that customer journeys are measured reviewed and continuously improved.  

In this role you lead a Customer Journey Designer and potential future CX capabilities. You create the standards governance and development path that enables the organization to consistently improve customer experiences at scale.  

Your key responsibilities: 

• Define and evolve Lelys Customer Experience vision and strategy. 
• Establish and maintain a company-wide CX governance model. 
• Build customer-centric ways of working across Business Teams and competences. 
• Own the end-to-end customer journey framework and methodology. 
• Create one integrated approach for customer research and Voice of Customer and translate insights into actionable recommendations for Business Teams and roadmap decisions.  
• Define and monitor CX KPIs and ensure customer experience improvements result in measurable business value. 

Qualifications :

• Masters degree in Business Marketing Design Innovation or a related field. 
• 8 years of experience in Customer Experience Proposition Management Service Design Customer Insights or a related domain. 
• Proven experience leading customer-centric transformation initiatives. 
• Experience influencing senior stakeholders across multiple disciplines. 
• Strong knowledge of customer journeys customer research Voice of Customer and journey management practices. 
• Experience working in complex international organizations. 
• Excellent facilitation communication and leadership skills. 
• Strong analytical mindset combined with a passion for understanding customer needs. 

Additional Information :

Working at Lely means contributing to sustainable progress within one of the most innovative organizations in the Netherlands. You help make the agricultural sector more futureproof and we ensure you have the space resources and support to do so.

• An international work environment that values collaboration initiative and diverse perspectives.
• A culture that encourages learning experimentation and ownership of ideas.
• Excellent employment conditions including up to 8 weeks of vacation per year and a strong pension scheme.
• A salary range ofgross per month with clear opportunities for growth within the scale.
• Full ownership of your own development with access to a wide range of courses through the Lely Academy.
• Daily access to outstanding sports facilities at the Lely Campus: an indoor gym outdoor padel courts basketball and volleyball courts table tennis and table football. You can join Hyrox workouts or sign up for personal training and challenge your colleagues during an active break.
• Fresh coffee and tea from our own barista (with milk from our own farm) and a healthy affordable company restaurant.

Work-life balance

• A healthy work-life balance thanks to our hybrid working policy: you work at least three days a week on Campus with flexible hours and plenty of opportunity to spend additional time onsite (between 06:00 and 20:00).
• A free shuttle bus that takes you to and from the metro station in Maassluis ensuring your workday starts and ends smoothly.
• And of course: we love to celebrate! Whether its an anniversary or the annual Christmas party. At Lely we know how to do it. For an impression of our events take a look at this video:  are also proud that our vision and efforts have been recognized with the Rotterdam Entrepreneurs Award 2025.

  Recruitment & selection agency consultancy and/or staffing agency

  We appreciate the interest but we recruit all our candidates directly. We understand that as intermediaries you want to present candidates for our great positions and contribute to our ambitions but this is not how we have set up our recruitment process. This means that all unsolicited profiles offered on Lely vacancies will be treated as direct applications.

  
  

  Remote Work :

  No

  
  

  Employment Type :

  Full-time