who we are

At prado, we build invisible home technology for the world’s best architects. Since launching our first flagship product in 2021, we have grown into a fully integrated ecosystem of lighting, ventilation, power and security solutions. Our strong R&D focus and targeted M&A strategy fuel our rapid expansion, with 150 + colleagues operating across Europe, North America and the Middle East.

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

• Define, manage, and continuously improve the end-to-end customer journey for architects, installers, and partners across brands and markets, with clear experience standards and focus on moments that matter.

• Lead and develop customer-facing teams including customer support, project coordination, and aftercare, ensuring consistent service quality, tone, and responsiveness across regions.

• Align customer promises with operational reality by working closely with sales, supply chain, and product teams to ensure clear communication and reliable execution.

• Take full ownership of the post-sale experience, from delivery communication and issue resolution to long-term relationship management.

• Bring the voice of the customer inside by structuring customer feedback and translating into actionable insights, enabling product, commercial, and operational teams to address recurring issues structurally.

• Create one experience across brands by harmonising the service models, escalion paths and customer communication.

• Design scalable service models that balance high-touch support with automation, segmentation, and profitability.

• Own critical escalations and recovery processes, coordinating internal stakeholders and turning complex customer situations into trust-building outcomes.

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-scaling international company with the ambition to lead its market.

• Guided by a family-driven philosophy, you will feel quickly at home thanks to our warm work environment.

• You’ll work in an inspiring team that encourages passion and excellence, where ambition and collaboration go hand in hand.

• The role offers a challenging scope of responsibilities, with plenty of opportunities to learn and grow.

• We offer a competitive salary package tailored to your experience and skills.

Interested? Any other questions? Don't hesitate to apply.