Customer Care Manager

Services

Ghent / Gembloux / Vilvoorde

Deel deze vacature

As Customer Care Manager, you are responsible for the end-to-end service delivery within our Customer Services department. You report directly to the CSO and collaborate closely with various internal stakeholders. Your focus: strategy, efficiency, and team development.

Challenge?

  • Developing and implementing a future-proof Customer Care strategy, including self-service, knowledge bases, and channel management.
  • Analyzing opportunities for improvement and guiding Team Leads in execution, while identifying upselling and cross-selling opportunities.
  • Managing the budget and resources, optimizing costs without compromising quality.
  • Coaching and supporting Customer Care Team Leads, enabling them to build and manage high-performing teams.
  • Driving process standardization and continuous improvement of the Customer Portal and SLAs.
  • Monitoring performance dashboards and translating insights into strategic actions.
  • Playing an active role in M&A projects, integrating new organizations into our Customer Care approach.
  • Fostering cross-functional collaboration with CRM, Product Management, HR, Finance, and others.
  • Ensuring that all activities comply with security guidelines and compliance standards.

Profile?


  • At least 5 years of experience in Customer Service Management or a similar leadership role.
  • Proven people management skills, with the ability to inspire, coach, and develop Team Leads.
  • A strong mix of strategic thinking and operational drive.
  • Experience in budget management and resource planning.
  • Expertise in process optimization and the ability to translate complex challenges into efficient solutions.
  • Strong collaboration skills and the ability to align different departments.
  • Fluency in English, Dutch & French.
  • You're willing to travel between our different locations.


Offer:

  • A key role in an impactful organization driving the digitalization of healthcare.
  • A dynamic environment with autonomy and responsibility.
  • A supportive team of enthusiastic colleagues.
  • Opportunities for professional and personal development.
  • An attractive salary package with extra-legal benefits.
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Deel deze vacature