Head of Customer Care, Europe and South Africa

☞ Iron Mountain

Ver: 190

Dia de atualização: 16-11-2025

Localização: Grimbergen Flemish Brabant

Categoria: Outro

Indústria: IT Services IT Consulting Truck Transportation Warehousing Storage

Posição: Director

Tipo de empregos: Full-time

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Conteúdo do emprego

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.Iron Mountain is seeking a Head of Customer Care to join the GBS Customer Care Centre of Excellence and lead our Europe & South Africa region. The Regional Head of Customer Care will be responsible for driving business strategy and execution to deliver end-to-end customer experience in support of Customer Cares strategy.What You Will Do
  • Lead the day-to-day operational and strategic call center functions to ensure effective quality service delivery to our customers.
  • Collaborate with all levels of leadership to develop, execute and monitor transformational activities aligned with our Customer focused strategy while driving measurable and sustainable business results.
  • Lead CARE business units.
  • Influence and align cross-functional stakeholders to an actionable plan for improving the experience.
  • Establish strong cross-functional relationships with execution partners in order to implement improvement initiatives and enhance the customer experience.
  • Provide leadership to supervisor of their respective business lines, manage key performance indicators for metrics
  • Ensures best-in-class service delivery and efficiency in alignment with organization goals, drive, communicate, and implement a best in class customer service value model.
  • Partner with other departments and management to accommodate timely and complete issue resolution
  • Lead process re-engenieering to either better off the Customer Experience or Cost Efficiency strategies of our business
  • Analyze representative performance data as well as customer interaction results to manage team’s performance and to make improvements to the servicing model, engage in cross-functional tactical process design to support end-to-end issue resolution.
  • Handles escalated customer escalations
What You Will Bring
  • English language proficiency; proficiency in French, Spanish and German a plus
  • Excellent Communication skills
  • Ability to drive change and influence individuals at all levels within an organization
  • Proven experience in Customer experience and journey mapping improvements
  • Ability to translate business strategies into clear objectives for the team
  • Proficient in MS Office & G-Suite basic applications (Slides, Google Docs, Google Sheets)
  • Ideally at least 5 years of experience in similar roles
  • Data analytics
  • Change Management Experience
  • Experience leading an operational call center
  • Creative thinking and problem-solving aptitude.
  • Excellent Customer Service skills.
  • Excellent organization and interpersonal skills.
What We Offer
  • Very competitive package
  • Be part of an ever evolving global organisation focused on transformation and innovation.
  • A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self.
  • Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement.
  • Global connectivity to learn from 26,000+ teammates across 52 countries.
  • Be part of a winning team who embrace diversity, inclusion, and our differences.
Category: gjaCustomer SupportIron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts.Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working.Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERERequisition: J0053418
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Data limite: 31-12-2025

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