Customer Services Manager / Client Manager (fulltime, Enschede)

locatie:Enschede

For our client, Webhelp Enterprises, we are looking for an experienced Client Manager. You would be managing a customer services department and would be the new partner of our Dutch founded, international customer. You understand like no one else how to translate the customers wishes to realistic operational processes and results. You succeed by utilizing your ability to connect and communicate and a practical approach to solving problems and running operations. Does optimising customer experience sound like fun to you? We are looking for someone with a clear vision and ability to critically look at established projects. Does this describe you perfectly? Then keep reading! 

Over de functie

You will be the client manager in an international, dynamic and informal organization. You will be the leader of an international team of more than 50 highly qualified and energetic people! The team consists of team managers, second line project specialists and first line brand ambassadors. You will be responsible for the entire customer project, both commercially, financially and operationally. You will work closely with the global team and the client to drive performance improvement and predictability. 

You are the connecting link between the Webhelp client and the Webhelp internal customer team. The partnership between Webhelp and their clients is vital, since Webhelp does a lot more than just provide services. Webhelp is embedded in their clients value chain, bear the responsibility of the full Customer Experience and - Journey on their client’s behalf. This is a complex situation, requiring you to be able to act and work in an operational, tactical and sometimes strategic setting.  

Expected results: 

Operational 
Contact centre management: You will be ultimately responsible for monitoring and improving KPI’s, processes and the Webhelp Way of Working.  
Tactical and strategic management: applying structure and focus to complex client projects. 
You should be able to separate the principal from the minor issues and be able to start a conversation with the client if new developments are necessary. For this you will be required to deliver vision and solutions and develop a plan.  
People management: you are a part of the team and know exactly what is going on. You look after needs of both client and co-workers and find a balance between the two. You do not delegate, but facilitate and are able to be a leader and a coach at the same time; that is what we believe in.  
Project management: You are able to perform pragmatic- and project-based work. You connect your entire project team through good communication and presentation because you take care of clear follow-up and planning. 

Commercially 
Account management: You are a relationship manager who knows what it means to be the face of Webhelp. You inform the client of what we can provide to realize the best Customer Experience in combination with the client’s goals. Partnership is the main focus for this position within our organization.  

Financially 
You take action with regard to the ‘profit’ and ‘loss’ of the client and have sound knowledge of and experience working with budgets and financial targets.  
The drawing up of correct management information, cost calculation and other calculations pertaining to the (required) service. You report on this information to the Operations Manager. 

Over jou

For this position the qualities that are considered of greatest importance are: entrepreneurship, natural leadership abilities, commercial insight, financial abilities, account management, project management and operational management; 
Thinking- and working level of at least Dutch HBO schooling level (higher education comparable to a college education); 
At least 5 years’ experience in a similar position within B2B and B2C environments, preferably in the call centre or account management sector; 
You excel at presenting yourself at different levels and have strong communicative capabilities; 
You are capable of directing the procedural operations and direct your team accordingly; 
You are creative and know how to get your team motivated for your innovative ideas; 
You perform well under pressure in a goal oriented environment and don’t fear ‘ad hoc’ changes 
You are fluent in English, fluency in Dutch is a plus. 

 

Over de organisatie

Webhelp is Europes leading and one of the fastest growing global providers of outsourced Customer Experience Solutions for the worlds leading brands. They offer the customers of thier clients the very best services, working in partnership with their clients to drive the optimisation of the customer journey. Their Brand Ambassadors offer 24/7 technical support for products such as smartphones and television sets, but also assist their clients with challenges pertaining to administration and sales. 

“Merhaba, Bonjour, Guten Tag”, you may be greeted in 20 different languages by colleagues with many different international backgrounds. All employees are different, but together they are a vital part of Webhelp and the journey they are on with their clients.  

Who better to tell you about the work environment and business operations than Webhelps own employees?Check the vision and values and testimonials on the Webhelp website: https://www.workatwhenterprise.com/en/our-team

Het aanbod

Freedom to determine the details of your job for yourself; 
A working environment as described above: thriving, international, innovative and enterprising

25 days of vacation time, based on a full-time contract; 
A gross salary between €4000,- and €5000,-;
Many enjoyable parties among others around Halloween, Christmas and summer BBQ’s. 

Inlichtingen

Interested? Please apply through our website before 7th August

Femke van Bemmelen: femke@juuni.nl

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