This strategic role combines customer experience, contract management, and commercial collaboration. You will be responsible for managing client relationships and contracts throughout their entire lifecycle, translating contractual agreements into excellent service delivery, and collaborating with internal and external parties to maximize customer satisfaction, retention, and profitability.
What you will do.
- manage and optimize the entire customer journey and customer experience;
- act as the primary point of contact for strategic clients regarding service delivery and contractual agreements;
- organize client reviews and analyze feedback, satisfaction measurements, and escalations;
- manage client contracts, SLAs, KPIs, and service agreements throughout the full contract lifecycle;
- coordinate contract renewals, price revisions, and contract changes in collaboration with internal stakeholders;
- initiate and lead improvement projects focused on customer satisfaction, service quality, and operational efficiency;
- prepare reports, analyses, and recommendations for clients and management.
Profile
We are looking for a customer-oriented professional who combines commercial insights with strong contract and stakeholder management skills.
What they ask
- bachelor's or master's degree in Business Administration, Marketing, Law, Supply Chain Management, or equivalent by experience;
- minimum of 5 years of experience in Customer Experience, Customer Success, Account Management, Contract Management, or a similar role;
- experience managing strategic client relationships within a B2B environment;
- experience with contract negotiations, SLA management, and service delivery;
- excellent communication skills in Dutch and French;
- strong analytical skills and experience with KPIs, reporting, and performance analyses;
- experience with CRM systems, Microsoft 365, and reporting tools such as Power BI.
How to apply
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