Customer Service Excellence Lead (MVX)

Your impact

You operate at the heart of customer service transformation, turning strategy into concrete execution.

You make customer operations work better structurally by bringing clarity, consistency and efficiency to how teams operate, how systems are used and how processes are executed.

You build the foundations for scalable, high quality and efficient customer operations first by strengthening processes and technology, and progressively by elevating customer experience and team maturity.

With real ownership and cross functional exposure, your work has visible impact on performance, quality and ways of working, while shaping a consistent and future ready customer experience across the organisation. You will grow into a people leadership role, taking responsibility for team performance, engagement and development.

Your responsibilities

Design, document and standardise end to end customer service processes to create clarity, consistency and scalable ways of working
Identify inefficiencies and lead continuous improvement initiatives based on data, customer feedback and operational insights
Drive adoption and optimisation of CRM, customer service tools, data and automation (including AI), ensuring systems truly support operations.
Translate processes and tools into clear, actionable training and enablement for customer facing teams, supporting adoption of new ways of working
Define and monitor operational KPIs (efficiency, SLA, FCR, quality) and translate insights into concrete improvement actions
Work cross functionally with Sales, Operations, IT and Finance to align stakeholders and turn strategy into execution

Your profile

5-8+ years of experience in customer service or similar environments
Proven track record in process improvement, standardisation and implementation
Hands on experience with systems (CRM, ticketing tools, Contact Center solutions, data tools, Excel)
Strong affinity with technology (including AI), automation and data
Demonstrated ability to drive change, adoption and execution
Analytical, structured and solution oriented mindset
Strong communicator with the credibility and energy to align stakeholders and bring people along
Ready to combine hands-on process and technology with growing people leadership responsibility
Fluent in Dutch, French and English