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. Your 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. What kind of talent are we looking for? 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. In return for your passion and talent, Corilus offers 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.