Customer Relations Manager Benelux - Abbott Diabetes Care

• Drive best-in-class customer experience for patients and healthcare professionals
• Ensure high-quality delivery from external customer service partners
• Enable efficient, scalable operations across Benelux
• Act as a key connector between EMEAP and local markets

• Act as Customer Service Subject Matter Expert (SME) for Benelux within EMEAP
• Serve as a key interface between regional teams and local markets
• Translate business needs into efficient operational solutions

• Manage and oversee third-party customer service providers (BPOs)
• Ensure performance against service levels, quality standards, and FTE plans
• Build and maintain strong, performance-driven partnerships

• Identify process and quality gaps and implement improvement plans
• Drive customer experience (CX) initiatives across the region
• Lead local and regional transformation projects

• Roll-out of proactive outbound customer engagement
• Optimization of HCP support lines
• Enhanced complaint routing processes
• Transition of activities from shared service centers (e.g. Lisbon)
• Support for new solutions and innovations (e.g. AID)

• Solid experience in Customer Service / Customer Operations / CX
• Proven track record in vendor/BPO management
• Experience in process improvement, transformation, or CX projects
• Ability to influence across multiple markets and stakeholders
• Strong analytical mindset and hands-on execution
• Fluent in English (Dutch and/or French is a strong plus)

In specific locations, the pay range may vary from the range posted.