Director of Customer Care

A European market leader in B2B2C products is seeking a visionary Director of Customer Care to transform its customer service organization. In this impactful leadership role, they will implement a proactive, sales-focused service strategy, unifying local teams, optimizing processes, and driving growth through innovation and cutting-edge technologies.

About the Company

An international leader in the B2B2C sector, this company is known for their extensive product range and commitment to delivering solutions that drive brand visibility and customer engagement. With ambitious growth goals, they aim to lead the sustainable transformation of their industry, while driving innovation and operational excellence.

Vacancy: Director of Customer Care

The Director of Customer Care will drive the transformation of the customer service organization, leading its international team into their next growth phase. This is an opportunity to shape the future of customer care, unifying and elevating the department to support the company’s ambitious European expansion.

As the organization transitions into a centralized service model, the Director of Customer Care will unite approximately one hundred agents across seven countries, streamlining local roles into a centralized structure, and fostering a cohesive, high-performance team. Reporting directly to the Vice President of Digital Sales and Marketing, the Director will oversee a team of seven team leaders and work closely with specialists in operational excellence and ticketing systems to deliver exceptional customer experiences.

The Director will transform customer care from a reactive inquiry-handling department into a proactive, sales-driven powerhouse. Their efforts will unify regional teams under a single centralized vision, leveraging modern tools, AI-driven innovations, and growing a culture of ongoing learning. With a sales-oriented mindset, they will create growth through data-driven metrics and develop a performance-driven culture. As they oversee the recruitment, retention, and development of Customer Care agents, this role will also implement comprehensive learning and development programs to elevate team skills and enhance customer service quality.

The Director is a visionary leader with the expertise to unite diverse teams, redefine standards of service, and expand boundaries with innovative ideas. They are data-driven, analytical, and results-driven, and thrive in performance-focused settings. An exceptional communicator and collaborative leader, this role will build trust, inspire teams, and create buy-in across stakeholders, ensuring alignment with organizational objectives.

“The Director of Customer Care will redefine our customer experience and be a uniting force for our people. Their vision and leadership will be the driving force of this major organizational transformation, setting the foundation for a collaborative, sales-driven service model that will be the key to our future success.”

This global organization’s collaborative culture is rooted in a down-to-earth approach. And they are proud to embrace innovation, digitization, and sustainability in a rapidly evolving industry. This role will be based in the Randstand in The Netherlands and the Director will be a seasoned leader with a solid background in managing international teams in B2B or multinational environments.

Interested?

The company is working with Top of Minds to fill this vacancy.
To express your interest, please contact Annelijn Nijhuis at annelijn.nijhuis@topofminds.com