Skip to content

Customer Journey Specialist

  • Utrecht, Utrecht, Netherlands

Job description


Alpine, is the ultimate destination to skyrocket your e-commerce career. With our ambitious mission to become the leading brand in hearing protection worldwide, we offer an unparalleled environment for your professional growth and success.

At Alpine, you have the remarkable opportunity to be part of our exceptional team that builds and shapes the #1 worldwide brand in the hearing protection industry. More than a billion people worldwide are at risk of hearing damage, and Alpine Hearing Protection is on a mission to tackle this serious health issue.

About the role: Customer Journey Specialist

As our Customer Journey Specialist, you are responsible for crafting memorable customer experiences throughout the entire customer journey. You will have a focus on our digital sales channels (web shop & marketplaces) and will be part of the digital team which will have the biggest growth potential in the next few years.

You don’t rest before we score a 9+ in each step of every possible customer journey, acting as the voice of the customer within the team. To be successful you need to bring all different departments (i.e. Product Management, Custom made, Ecommerce) together. Your #1 goal will be to skyrocket our CSAT (customer satisfaction score) – turning customers into brand advocates.

As our Customer Journey Specialist your upcoming tasks will be:

  • Designing the (main) customer journeys, with a special focus on customer service
  • Analyzing and optimizing the customer journey based on data and customer feedback (proactively as well as reactively).
  • Creating AB-tests to optimize the customer experience and boost conversion.
  • Set-up and monitor a customer journey dashboard and create an improvement backlog based upon that.
  • Implementing CSAT and/or NPS tracking and monitor it closely.
  • Creating action plans to improve the customer journey and ultimately the customer satisfaction.
  • Project lead for customer experience projects.
  • Drafting the customer experience strategy.

In the next few years we strive to a data driven digital growth led by our recently started CDO Maurice Barten. You will be part of a senior strategic digital team with specialists in marketplaces, web shops and performance marketing.

Your impact:

  • Contribute to the company's mission of becoming the #1 brand in hearing protection worldwide.
  • Be part of a dynamic team that is passionate and motivated to build a globally recognized brand.
  • Help protect the hearing of millions worldwide and make a tangible difference in people's lives.

Job requirements

Who are you?

You have at least 2 years of experience in customer journey and/or customer experience management in a B2C retail or brand environment. Next to that you:

  • Have a bachelor’s or master’s degree.
  • Have experience in the field of consumer research, AB/MVT-testing, customer satisfaction research and preferably customer service.
  • Like to crunch data and make analyses.
  • Thrive when given ownership end to end.
  • Have a test & learn mentality.

And of course you love the dynamics and variety that comes with a fast-growing company, with a fantastic, young, and energetic team.

What We Offer:

You will be part of a purpose-driven, international working environment within a leading company in the booming hearing protection market. We stimulate a positive work environment with a passionate, young, and motivated team, and a scale-up vibe.

Besides a competitive salary we offer extraordinary benefits like:

  • Free festival tickets
  • Yearly sailing trip and a yearly overnight adventure trip
  • Free lunch twice per week      
  • Weekly company fitness                                                                                                                                                                                
  • Monthly company stand-up with drinks afterwards
  • More information here

We recently relocated to a brand new office in Utrecht. More information on your new workplace here

Ready to Make a Real Impact?

If you are passionate about eCom, driven to contribute to a meaningful mission, and ready to be part of a team that is determined to build the #1 hearing protection brand worldwide, we would love to hear from you! Join Alpine Hearing Protection as a Customer Journey Specialist and help us shape the future of hearing protection. Hit apply to hear from us!


Apply with Indeed unavailable