Customer Care Manager

작업 내용

Customer Care Manager

Introduction

We are looking for a senior Customer Care Manager to lead, coach, and develop our customer care team during an exciting transformation phase. The company is entering a new chapter of renewal and growth, with the clear ambition to increase turnover and strengthen customer relationships.

In this context, the Customer Care department — currently focused on reactive order handling — will evolve towards a more proactive and sales-driven service approach. Your mission: guide your team and the organization through this transition, ensuring customer satisfaction, operational excellence, and commercial growth.

Responsibilities

• Lead, motivate, and develop a team of six Customer Care professionals, fostering a culture of customer focus and continuous improvement.
• Transform the department from a reactive support function into a proactive, sales-oriented customer service.
• Coach the team to anticipate client needs and identify upselling or cross-selling opportunities.
• Manage daily operations efficiently to ensure timely and accurate order handling.
• Collaborate closely with Sales, Marketing, Finance, and Operations to streamline workflows and optimize the end-to-end customer experience.
• Ensure strong stakeholder management, aligning priorities across departments and communicating effectively with leadership.
• Act as a trusted partner to the CEO and COO, taking operational ownership and relieving them of day-to-day management tasks.
• Play an active role in the management team, helping define and execute the customer care strategy.
• Identify and implement process improvements that increase productivity, profitability, and customer satisfaction.

Experience & Competencies

• Minimum Bachelor’s degree and significant experience in customer service or sales management.
• Proven people leader with strong coaching skills and change management experience.
• Excellent communicator with the ability to manage internal stakeholders at different levels.
• Strategic and hands-on — able to balance leadership with operational involvement.
• Experience in transforming service teams into proactive, commercial units is a strong plus.
• Fluent in Dutch and French (both required) to collaborate effectively with local and French-speaking colleagues.
• Available to start as soon as possible to allow a smooth handover process.

Offer

You will join a dynamic company in transformation, where you can make a tangible impact on how customer care drives business growth.

This is a project-based assignment until the end of January 2026, with a strong likelihood of extension. You will work in a supportive environment with room for initiative, improvement, and leadership. A competitive compensation package and the opportunity to shape the company’s new customer-centric culture complete the offer.