Head of Customer Service Operations / Director – Customer Experience (Benelux)
đź“Ť Brussels | Full-time
Lead at scale. Own performance. Elevate customer experience.
A leading global digital platform is looking for a Head of Customer Service Operations to take full ownership of customer and partner experience across Belgium & Luxembourg. This is a senior leadership role with end-to-end accountability for operations, performance, and strategy in a fast-paced, high-volume environment.
If you’re a commercially minded operator who can balance people leadership, operational excellence, and customer obsession—this is a high-impact opportunity.
What you’ll do:
* Define and execute the Customer Service strategy aligned to regional and central priorities
* Own day-to-day operations, ensuring SLA delivery, smooth service flows, and high satisfaction
* Lead and scale a team of ~50 across multiple functions (Front Office, Data, KYC)
* Drive continuous improvement across processes, workflows, and performance metrics
* Partner with Workforce Management on forecasting, staffing, and efficiency
* Own budget, financial performance, and P&L delivery
* Act as a key member of the leadership team, influencing broader business performance
* Lead cross-functional and cross-border initiatives, ensuring strong execution
* Provide insights and recommendations to senior stakeholders and central teams
What you bring:
* Proven leadership experience managing teams at scale in fast-paced environments
* Strong background in Customer Service / Customer Experience operations
* Commercial acumen with experience owning budgets and P&L
* Structured, analytical, and highly organised approach
* Track record in driving operational improvements and performance outcomes
* Experience leading cross-functional projects and collaborating across regions
* Strong communication skills with a hands-on, leadership-from-the-front mindset
* Fluency in Dutch, French, and English
đź’ˇ Why this role?
This is more than an operations role—it’s a chance to shape the customer experience of a major international platform, influence strategy at leadership level, and drive performance across an entire region.