You will define, develop and implement the B2B Customer Service & Operations organisation to address customer requirements and contribute to the EBU strategic ambitions. The Customer Service objectives must support the value generation (including costs optimisation, revenue generation through churn reduction and services upsell), differentiation and customer satisfaction.
For this purpose, and for all B2B lines of businesses & segments (SOHO, CMA, SMA, IoT,Public), you will lead a multidisciplinary team of professionals covering:
customer contract management, activation & provisioning
Credit&Collection
customer support (front offices)
EBU program management supervision traffic & workforce planning working methods & quality
Your responsibilities:
Develop the B2B Customer Service strategy to achieve the company & EBU strategy while meeting the financial targets.
Make sure this strategy is understood and shared by the executive committee and the senior management team.
Steer the development of appropriate initiatives, processes improvements and policies to implement the targeted service strategy (value, differentiation) and maximize the customer experience (including cross-entities for strategic accounts).
Organize, direct and control the B2B Customer Service department to make sure the objectives are achieved in a cost effective way and according to a set of customer and services KPIs.
Oversee the B2B Customer Service budget. Monitors the cost & effectiveness of activities.
Liaise with senior managers across the organisation to make sure Customer Service is integrated in other parts of the organisation.
Your profile:
University degree, as well as experience in a fast moving and/or high tech environment
Extensive experience at the senior management level in B2B customer service
Comprehensive knowledge of the Customer Service function
Experience in people management and change management
Ability to develop and execute a three-year vision and strategy
Strong interest in AI and automation, with a keen enthusiasm for leveraging these technologies to drive innovation and efficiency
Persuasion and influencing skills: ability to motivate others to support your vision by effectively demonstrating its benefits
Experience in the Telco or ICT sector would be a plus
Fluent English, and French or Dutch
We offer:
You will make the difference in this highly innovative vibe. As a result, you will develop your full potential by working with highly skilled colleagues and through continuous training. Moreover, you can count on a highly competitive and versatile compensation (market competitive salary, company car or legal mobility budget, homeworking and net allowance, performance bonus, meal vouchers) and benefits package.
Inspired? Please send us your resume and we will rapidly get back to you to invite you for further interviews.
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