The role
As our Customer Care Lead, you set the strategic direction for the entire Care organisation. You lead through four domain leads who own the day-to-day execution.
Together, you guide an organisation of around 35 internal colleagues and 70 external care agents across Gent and Meknes. Your focus is on alignment, future readiness, and impact: ensuring Care evolves as one strong, coherent organisation where AI and human empathy work hand in hand to deliver outstanding customer experiences.
You represent Care at the business table, steer strategic decisions and budgets, and empower your leads to take full ownership: keeping the overview, connecting the dots, and removing obstacles so Care can thrive in a fast-evolving world.
Sounds like a blast?
Great. So, your main responsibilities would be to…
Set Direction & Alignment
* Shape and communicate a clear vision for the Care organisation, translating strategy into concrete priorities for your domain leads.
* Align all Care domains so they operate as one coherent, well-oiled team.
* Ensure Care is ready for upcoming changes, product launches, and operational shifts in a world where AI is no longer the new kid on the block.
Lead Strategically
* Represent Care in discussions with other habitat leads and external partners.
* Make strategic decisions on resources, investments, and the Care budget, balancing quality, efficiency, and impact.
* Keep Care closely connected to the rest of the company, ensuring shared goals and smooth collaboration.
Empower People & Improvement
* Coach, challenge, and develop your domain leads so they grow in ownership, communication, and leadership.
* Encourage a culture of continuous improvement without diving into the details; execution lives with your leads.
* Use data and insights to guide decisions, challenge the status quo, and keep focus on what truly matters.
Because you're the one…
* With leadership experience in customer care, operations, or a related strategic role.
* Who naturally thinks ahead, sees the bigger picture, and understands where AI and automation can make a real impact.
* Who communicates clearly, brings structure, and empowers without micromanaging.
* Who builds strong, trust-based relationships with stakeholders across the organisation.
* Who makes pragmatic, data-informed decisions and handles budgets responsibly.
* Who confidently guides teams through change and brings people along on the journey.
Who, after reading all this, says: "This is it"
In return, you get…
A diversified job with responsibility and contribution.
* A role with direct influence on how thousands of Vikings experience our service.
* The chance to work in a cool office at least 2 days a week. Just imagine walking into a space that is thoughtfully designed with modern aesthetics and vibrant colours. Our offices are not only functional, they are an extension of our company culture.
* The best colleagues from around the world and with the most diverse interests and passions. Although we have a very diverse group, our company language is English, but we also speak in puns and memes ;-).
* Let's not forget the delicious coffee accompanied with the (more than) occasional snacks.
Is this all you ever hoped for?
Then don't waste time and apply. Send us an email at and provide:
* A letter of motivation.
* Your CV
Let's do this