Head of Customer Experience

Head of Customer Experience

At prado, we build invisible home technology for the world’s best architects. Since launching our first flagship product in 2021, we have expanded our portfolio into a fully integrated ecosystem of lighting, ventilation, power, and security solutions. With a deep focus on R&D and a relentless growth mindset, our team of 150+ people across multiple brands now supports architects, installers, and end customers in over 10 international markets. We believe we are just getting started on our way to becoming the global leader within our industry.

As we scale internationally and across brands, customer experience becomes a critical differentiator. We are therefore hiring a Head of Customer Experience to take ownership of how customers actually experience prado, from specification to delivery, installation, and long aftercare.

This role sits at the intersection of commercial promise and operational reality. You ensure that what we sell can be delivered with excellence, and that when things go wrong, customers feel taken care of in a premium, professional, and transparent way.

This is a senior leadership role for someone who combines strong customer empathy with operational discipline, and who can bring structure, clarity, and consistency to complex, fast growing environments.

What you will do

• Own the end to end customer journey: Define and continuously improve the full customer journey for architects, installers, and partners across brands and markets, identifying moments that matter and setting clear experience standards.
• Lead customer facing teams: Own customer support, project coordination, and aftercare teams. Build service standards, coach teams, and ensure consistent quality, tone, and responsiveness across markets.
• Translate promise into delivery: Work closely with sales, supply chain, and product teams to ensure delivery commitments are realistic, communicated clearly, and executed reliably.
• Ensure post sale excellence: Take ownership of the customer experience after the deal is signed, including delivery communication, issue handling, and long term relationship management.
• Bring the voice of the customer inside: Structure customer feedback and translate it into actionable insights for product development, commercial teams, and operations, ensuring recurring issues are solved structurally.
• Create one experience across brands: Harmonise service models, escalation paths, and customer communication so customers experience one prado ecosystem, not separate brands.
• Balance experience and scalability: Design service models that scale profitably, balancing high touch support with automation and clear segmentation where appropriate.
• Own escalations and recovery: Act as the senior owner for major customer issues, coordinating internal teams and turning difficult moments into trust building experiences.

What we are looking for

• 8 to 12 years of experience in customer experience, operations, or service leadership roles within complex B2B or premium environments.
• Proven experience leading customer facing teams across multiple markets or brands.
• Strong operational mindset with the ability to design processes that scale without losing quality.
• High customer empathy combined with the confidence to push back internally when needed.
• Experience working closely with sales, supply chain, and product teams.
• Clear communicator who brings structure, calm, and alignment in high pressure situations.
• Comfortable using data and customer feedback to drive prioritisation and improvement.
• Fluent in English and Dutch. French is a (very strong) plus.

What we offer

• Prado is a fast growing international company with a strong design and technology foundation. You will join a leadership team shaping how a premium brand scales globally, with real ownership and impact.
• Close collaboration with driven colleagues across sales, revenue operations, supply chain, product, R&D and finance.
• The opportunity to work with the world’s leading architects in an international setting.
• A challenging role with room for both professional and personal growth.