Senior Customer Service Manager

Beschrijving van het bedrijf

" Waarom zou je graag bij Mobistar werken? Wat spreekt jou aan in het merk Mobistar? " Wat geeft ons de garantie dat je dit blijft doen? " Waarom zou je niet liever een functie als verkoper ambiëren in één van onze shops? " Heb je al eens met targets gewerkt? Hoe ga je er mee om dat een teamleader constant de nodige druk legt om je calls te beantwoorden? " Werk je het liefst in teamverband of alleen? " Stel je komt in een team terecht waar de sfeer niet optimaal is, kan je hierin functioneren? " Hoe zouden jouw vrienden jou omschrijven? " Welke zijn je sterke punten? " Welke zijn je aandachtspunten? " Wat geeft je stress en hoe je ermee om? " Je volledige dag is ingepland, van koffiepauze tot lunch, hoe ga je hiermee om?

Beschrijving van de functie

As Head of B2B Customer Service , you will define, develop and implement the customer service vision that supports both our Enterprise Business Unit (EBU) strategy and our broader company objectives. You will design an organization that delivers outstanding customer experiences, drives value creation (cost optimization, churn reduction, upsell), and ensures clear differentiation in the market.

You will lead a multidisciplinary team covering all B2B customer service activities across our SOHO, CMA, SMA, IoT and Public segments, including:

Credit & Collection

Customer Support (Front Offices)

Customer Service Management

Program & Project Supervision

Traffic & Workforce Planning, Working Methods & Quality - supported by AI-driven optimization

Key responsibilities:

Define and develop the B2B Customer Service strategy , ensuring alignment with company and EBU goals while reaching financial targets.

Gain buy-in from the Executive Committee and senior leadership , ensuring transparency and shared ownership of the strategy.

Develop initiatives, process improvements and policies that enhance customer experience, strengthen value creation, and support strategic accounts across entities.

Lead and structure the B2B Customer Service organization , ensuring operational excellence, cost efficiency, and achievement of service and customer KPIs.

Oversee the full Customer Service budget , tracking performance, cost levels and operational effectiveness.

Collaborate with senior leaders across the business to ensure Customer Service is fully integrated into all relevant functions and processes.

Jouw profiel

University degree and solid experience in fast-paced and/or high-tech environments.

Proven track record at senior management level within B2B Customer Service.

Deep understanding of Customer Service operations, strategy and best practices.

Strong leadership experience , including people management and change management.

Ability to define and deliver a long-term (three-year) service vision and roadmap.

Strong interest in AI and automation , with the ambition to leverage these technologies to drive innovation and efficiency.

Excellent persuasion and influencing skills , able to inspire teams and stakeholders through clear strategic reasoning and demonstrated value.

Experience in the Telco or ICT sector is an asset.

Fluent in English and in either French or Dutch (and a good knowledge of the other national language)

Taalvaardigheden

Nederlands (troef)

Begrijpen : Vaardig - (C1)

Schrijven : Vaardig - (C1)

Lezen : Vaardig - (C1)

Spreken : Vaardig - (C1)

Engels (troef)

Begrijpen : Vaardig - (C1)

Schrijven : Vaardig - (C1)

Lezen : Vaardig - (C1)

Spreken : Vaardig - (C1)

Frans (troef)

Begrijpen : Vaardig - (C1)

Schrijven : Vaardig - (C1)

Lezen : Vaardig - (C1)

Spreken : Vaardig - (C1)