About Stokke – Here We Grow:

With over eight decades of history, Stokke was founded on Norway’s west coast in 1932. Deeply rooted in Scandinavian heritage, our brand is built on principles of quality, craftsmanship, and family connection. For more than 40 years, Stokke has delivered iconic and innovative solutions for children—products that are not only beautifully designed but made to nurture family bonding and support child development.

With global offices in Norway, The Netherlands, the U.S., Germany, France, and Asia, Stokke offers a truly international work environment, committed to shaping a better world through confident kids.

Take Responsibility – The Position: Global Consumer Service Manager

As Global Consumer Service Manager, you will be based in Amsterdam and play a key leadership role in shaping and executing Stokke’s global customer support strategy. You will be responsible for ensuring that every customer interaction fosters loyalty, advocacy, and brand love. This role will oversee the development of our global service approach, manage relationships with third-party service providers, and drive innovation in service channels and customer experience (CX).

You will report to the Chief Digital Officer and work cross-functionally with global and regional stakeholders to embed a customer-first mindset throughout the organization. 

You will be responsible for leading and influencing internal teams and external service providers globally.

Key Responsibilities:

Customer Experience Strategy & Leadership

• Define and implement a global customer service strategy aligned with Stokke’s brand values and commercial goals

• Create a vision for customer service excellence and lead cross-functional initiatives to embed it across the business

• Monitor KPIs and drive continuous improvement in customer satisfaction, NPS, and service efficiency

• Stay at the forefront of CX trends to ensure the brand delivers a premium and relevant customer experience

Partner & Vendor Management

• Manage global call centers and CX partners to ensure alignment with Stokke’s service standards

• Set and manage SLAs, conduct business reviews, and ensure accountability for performance

• Lead vendor contract negotiations and support compliance with procurement and legal standards

• Promote a culture of innovation and continuous improvement within vendor relationships

Channel Innovation & Optimization

• Introduce and scale new digital service channels (e.g. live chat, messaging, telephony)

• Enhance self-service capabilities through technology and content development

• Partner with IT and digital teams to ensure seamless integration of platforms and tools

• Analyze channel performance and customer behavior to optimize service delivery

Sales Enablement & Service Transformation

• Develop a “sales through service” strategy to transform the service team into a revenue-generating function

• Collaborate with sales, product, and marketing teams to identify upsell and cross-sell opportunities

• Train teams to promote multi-product ownership and boost accessory attachment rates

• Drive lifecycle-based customer engagement and retention initiatives

Insights & Continuous Improvement

• Analyze feedback, NPS, and service metrics to identify pain points and opportunities

• Lead cross-functional workshops to improve customer journeys

• Build and maintain reporting dashboards to drive decision-making

• Champion a test-and-learn culture to pilot new ideas and scale successful programs

• Ensure insights inform product, marketing, and service development strategies

Better Together – The Ideal Profile:

• A passionate customer advocate who can connect vision to execution

• Proven leader with strong commercial and customer experience acumen

• Skilled at working across global teams and external providers

• Naturally collaborative and capable of influencing at all levels

• Analytical, creative, and committed to making every customer touchpoint exceptional

• Bachelor’s or Master’s degree in Business, Customer Experience, Marketing, or a related field

• Minimum of 7 years in global customer service or CX leadership roles, preferably in premium consumer goods, digital, or e-commerce businesses

• Proven track record managing outsourced customer service providers and measuring success through KPIs and NPS

• Demonstrated success in implementing and optimizing omnichannel service platforms, including self-service and automation

• Strong strategic thinking with an ability to operationalize, influence, and lead change across matrixed and cross-functional environments

• Fluent in English (written and verbal); additional languages are a plus

• Excellent communication, negotiation, and stakeholder management skills

• Data-driven and experienced with service analytics, dashboards, and reporting tools

• Proactive, innovative, and performance-focused

• Comfortable working in a fast-paced international organization

Keep Growing – What We Offer:

At Stokke, you’ll be part of a premium brand recognized globally for its innovation and commitment to child development. You’ll join an international, purpose-driven team and benefit from:

• A hybrid and flexible working environment based in our beautiful Amsterdam office

• A clear sense of purpose and the chance to impact customer experiences at scale

• Leadership development and growth opportunities via the Stokke Academy

• A competitive compensation and benefits package, including health support, internet reimbursement, and retirement plans