Customer Service Director

Vacaturebeschrijving

This is a position within Keller Executive Search and not with one of its clients. As the Customer Service Director in Amsterdam, Netherlands, this senior role is accountable for shaping customer service strategy and delivering measurable outcomes across the business. The position partners closely with cross-functional leaders, drives operational excellence, and scales processes to support growth.

Key Responsibilities

• Set a clear multi-year strategy and translate it into quarterly plans with accountable metrics.
• Lead teams with a focus on coaching, psychological safety, and high performance.
• Elevate CSAT/NPS through service design, QA, and knowledge management.
• Build data-driven operating rhythms, dashboards, and continuous-improvement loops.
• Own budgets and vendor relationships; negotiate contracts that balance value, risk, and speed.
• Design compliant processes aligned to local regulations and internal policies.
• Partner with Sales, Marketing, and People Operations to execute company priorities.
• Represent the function to senior leadership; prepare crisp updates and decision memos.

To learn more about Keller, please see: Keller Executive Search website.

Deze functie is binnen Keller Executive Search en niet bij een klant. Als Customer Service Director in Amsterdam, Netherlands bent u op senior niveau verantwoordelijk voor de Customer Service-strategie en meetbare resultaten. De rol vereist nauwe samenwerking met leidinggevenden en schaalbare processen.

Kernverantwoordelijkheden

• Meerjarenstrategie formuleren en vertalen naar kwartaalplannen met KPI's.
• Teams leiden met focus op coaching en hoge prestaties.
• Datagedreven besturing en continuous improvement inrichten.
• Budgetten en leveranciers beheren; contracten uitonderhandelen.
• Processen ontwerpen conform lokale wet- en regelgeving.
• Samenwerken met Sales, Marketing en HR.
• De functie vertegenwoordigen richting directie.

Meer informatie: Keller Executive Search website.

Qualifications / Eisen

• 7+ years in progressively senior roles within the relevant discipline; experience leading managers.
• Demonstrated success building scalable processes and delivering against OKRs.
• Strong analytical and financial acumen; fluency with data tools and business cases.
• Excellent stakeholder management and executive communication skills.
• Working knowledge of applicable local laws, standards, and industry best practices.
• Bachelor's degree required; advanced degree or certifications are advantageous

Eisen:

• 7+ jaar relevante senior ervaring; leidinggeven aan managers.
• Aantoonbare resultaten in schaalbare processen en OKR's.
• Sterke analytische en financiële vaardigheden.
• Uitstekende communicatie met stakeholders.
• Kennis van lokale wetgeving en normen.
• Hbo/wo; extra certificeringen zijn een pre.

• Competitive compensation: € 141,000-173,000 EUR
• Opportunities for professional growth and leadership development.
• Company culture: Flat management structure with direct access to decision-makers; open communication environment.
• Full medical coverage.

Arbeidsvoorwaarden

• Salarisrange: € 141,000-173,000 EUR
• Doorgroeimogelijkheden.
• Platte organisatie en open communicatie.
• Volledige medische dekking.

Equal Employment Opportunity Statements

Keller Executive Search provides equal employment opportunities to all qualified applicants and employees. Employment decisions are based on merit, qualifications, and business needs, without regard to protected characteristics under applicable law.

Diversity:

An inclusive and equitable workplace is actively fostered. Hiring, development, and advancement practices are designed to broaden representation and ensure fair access to opportunity.

Data Protection and Privacy:

Personal data is processed solely for recruitment and employment purposes, in accordance with applicable data-protection laws (including GDPR where relevant). Information may be retained for compliance and legitimate interests, subject to data minimization and security controls.

Pay Equity:

Compensation practices are reviewed to support pay equity for substantially similar work, accounting for bona fide factors such as experience, education, and performance.

Health and Safety:

Workplace health and safety obligations are observed in line with applicable national and local requirements. Employees are expected to follow all safety policies and promptly report hazards.

Compliance with Law:

All recruitment, selection, and employment practices are conducted in compliance with applicable laws and regulations in the jurisdiction of employment.

Gelijke kansen / Gelijke behandeling:

Keller Executive Search biedt gelijke kansen conform toepasselijke wetgeving.

Diversiteit:

Een inclusieve en eerlijke werkomgeving wordt actief bevorderd.

Gegevensbescherming:

Persoonsgegevens worden uitsluitend voor wervingsdoeleinden verwerkt volgens de wet.

Beloningsgelijkheid:

Beloningspraktijken worden beoordeeld ter ondersteuning van loon gelijkheid.

Gezondheid en veiligheid:

Verplichtingen inzake arbo-wetgeving worden nageleefd.

Naleving van wetten:

Praktijken voldoen aan toepasselijke wetten en regels.

Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location.

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€141000.00 - €173000.00 monthly