Director B2B Customer Service
Location: Avenue du Bourget 3, 1140 Evere
Your mission
You 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 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 lead a multidisciplinary team of professionals, covering:
* customer contract management, activation & provisioning
* Credit&Collection
* customer support (front offices)
* customer service management
* EBU program management supervision traffic & workforce planning working methods & quality
As Director B2B Customer Service, you:
* 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.
Specific expertise
* Extensive knowledge of the Customer Service function
* In depth understanding of the Telco & ICT environment: Fixed, IoT, Mobile Voice, Mobile data, mobile technologies, Cybersecurity, other new ICT technologies
* In depth understanding of the B2B market and B2B customers
* In depth understanding of the B2B Belgian Competition
Your profile
* You have a university degree, as well as experience in a fast moving and/or high tech environment.
* You have a substantial successful experience at senior management level in the B2B customer service
* You have helicopter view
* Ability to build a vision and strategy on 3 a years' period
* Ability to communicate it to the organisation and engage people towards the building & execution of this strategy.
* With leadership skills and strategic thinking
* Planning & Delivery: planning how to achieve the vision/strategy and dealing with changes along the way
* People Management: finding the right people and motivating them to work towards the vision
* Change Management
* Communication: working on best ways to communicate your vision to others and listening to ideas
* Persuasion and influencing skills: encouraging others to help you achieve your vision by demonstrating advantages
* Leader in execution
* Being a true personal role model
* You are a manager with a proven ability to widen your agenda and take a company-wide perspective on all subjects
Our offer:
You will thrive in this innovative environment, unlocking your full potential alongside talented colleagues and ongoing training opportunities You can count on a market-competitive salary and a comprehensive benefits package, including company car or mobility budget, homeworking options, performance bonus, meal vouchers, and more.
Interested? Please send your resume, and we will contact you promptly for the next steps.
Apply