Overview
Head of Customer & Retention Jobs in Veldhoven, North Brabant, Netherlands at Honeybalm B.V.
Title: Head of Customer & Retention
Company: Honeybalm B.V.
Location: Veldhoven, North Brabant, Netherlands
Location: Eindhoven (Strijp-S)
Hours: Full-time, 40 hours per week
On-site: Minimum 3 days per week
Language: English (working language)
About Honeybalm
Honeybalm is one of the fastest-growing DTC brands in our category, with millions of customers across the US, UK, Europe, and Australia. We are scaling rapidly, and performance marketing is the engine behind this. Our mission is to bring small moments of joy in people's everyday lives with playful beauty products, powered by bees.
The role
We are looking for a hands-on Head of Customer & Retention who has done it before, wants to do it bigger, and is genuinely obsessed with customer satisfaction.
You will own Honeybalm's full post-acquisition customer engine end-to-end. This includes Customer Service, Lifecycle Marketing, Retention & CRM, Loyalty & Referral, and Reviews & Social Proof. Our Customer Service team is already up-and-running, and you will own the team, optimize our systems, scale it, and continuously raise the bar on quality and resolution.
The role is accountable for LTV, repeat rate, retention curves, and the overall customer experience after the first purchase. You will set strategy, lead the team, build the systems, and partner with Brand, Growth, eCommerce, and Product to turn customers into a long-term growth engine.
What you will own
• (AI-powered) Customer Service across email, chat, and social DMs, including order issues, multilingual support, and quality
• Voice of Customer reporting and feedback loops into Product, eCommerce, and Brand
• Email and SMS strategy, lifecycle flows, campaign calendar, and deliverability
• Segmentation, personalisation, and list growth across all markets
• Retention and CRM strategy, including cohort analysis, repeat purchase, and reactivation
• Customer database and CRM ownership
• Loyalty and referral program strategy, mechanics, and ROI
• Reviews and social proof across on-site, Trustpilot, Google, Amazon, and beyond
• CGC collection, rights management, and distribution across site, ads, and retail
• LTV, repeat-rate, and retention targets across all markets
How you will succeed
You connect customer data, lifecycle, and brand into one clear plan. You bring structure to complexity without losing momentum. You think in cohorts, not campaigns. You make sharp decisions on segmentation, frequency, and offer logic when the signal demands it. You build systems that compound, not flows that look pretty but don't perform. You see the whole customer journey, not just the next email. You set the bar high and raise the standard for everyone around you. You're obsessed with LTV, repeat rate, and customer love, not vanity metrics.
What you bring
• 5+ years in retention, lifecycle, or CRM, with proven experience scaling a DTC brand internationally
• Personally built and scaled lifecycle programs
• Expertise in Klaviyo, or similar, and fluent across CDPs and review platforms
• Experience in Customer Service operations and continuously improving quality
• A sharp grasp of retention economics (LTV, repeat rate, cohort retention, payback)
• Experience leading specialists across CS, lifecycle, CRM, and loyalty
• Multi-market and multi-currency scaling experience
• A genuine passion for the craft of customer experience and retention
• Fluent in English
This role is not for you if
• You see Customer Service as a cost centre instead of a brand and retention asset
• You prefer reporting on retention over owning it
• You delegate accountability for results
• You optimise for open rates and clicks instead of LTV and repeat rate
• You rely on agencies to do the strategic thinking for you
What we offer
• Full ownership of the customer and retention engine of an internationally scaling DTC brand
• A direct line to the founders and a real seat at the strategic table
• A strong existing team of CS agents, an email marketeer, and creative talent ready to be pushed further
• The ambition, the resources, and the runway to build something exceptional
• A competitive compensation package, structured to reflect the seniority and impact of the role
• Modern office at Strijp-S, Eindhoven
How to apply
Send your CV and a short note covering:
• The most impactful retention or lifecycle initiative you've led
• The scale you've operated at (subscribers, revenue, tickets, team)
• Why this role and Honeybalm?
