Your Challenges
As the head of Operations Belgium, you will lead the management and strategic development of our Customer Interaction Centre, After Sales Service (including Field Service), and Technical & Remote Service.
You will be responsible for ensuring exceptional customer service delivery while driving operational excellence across the organization.
The role reports directly to the Regional Head of Operations - Region Southwest Europe and is part of a cross-country leadership team.
Key Responsibilities:
* Manage and develop Customer Service, Operations Support, and After Sales Service to achieve optimal customer centricity and service in alignment with regional guidelines.
* Promote activity performance internally and externally.
* Lead department heads to ensure efficient operations and high-performance teams.
* Monitor and secure key performance indicators (KPIs) for the departments.
* Estimate resources and follow-up on budget allocation.
* Optimize processes using best practices and drive customer-centricity.
* Develop annual plans and goal-oriented reporting for the entire area of Operations.
* Stay updated on market trends to adjust service offerings accordingly.
* Expand your professional network and contribute to international projects within the VELUX Group.
Your Qualifications
To succeed in this role, you should possess strong leadership and communication skills, with a proven track record of leading and developing customer service and/or After sales teams.
You should have a structured approach, analytical mindset, and be able to efficiently plan and prioritize resources.
You should also be proficient in building industry knowledge, have solid IT skills, and experience with CRM-systems/ERP/Reporting tools/MSOffice.
Fluency in French, Dutch, and English at a professional level is required.
Your Opportunity
We offer a dynamic work environment, opportunities for further development, and the ability to grow and learn from experienced colleagues.
A hybrid working arrangement, homeworking allowance, and attractive compensation and benefits package are also included.