Senior Customer Care Manager

<h2>Your Tasks</h2> <p>As the<strong> </strong>Senior Customer Care Manager at MediaMarkt Benelux, you will be responsible for leading and optimizing our customer care department, with a strong focus on customer satisfaction &amp; driving operational efficiency. You will leverage your extensive experience in managing contact centers and second line teams, utilizing data and analytics to continuously refine workflows, and implementing process &amp; cost optimization strategies to improve customer experience. Your goal will be to make customer care the best touchpoint in the customer journey and to ensure that we provide our customers with exceptional service. </p> <p>1.Vendor Management &amp; Operational Excellence </p> <ul> <li>Lead outsourced contact center partners and the internal second-line team to ensure smooth, efficient, and high-quality daily operations.</li> <li>Manage and improve SLAs, KPIs, and performance frameworks to secure strong and consistent service delivery.</li> <li>Hold regular governance meetings, performance reviews, and operational audits to drive accountability.</li> <li>Work closely with vendors to streamline workflows, solve bottlenecks, and maintain operational stability.</li> <li>Act as the main escalation point for major incidents, ensuring fast communication and effective service recovery</li> </ul> <p>2. Customer Experience &amp; Quality Assurance </p> <ul> <li>Foster a culture of customer excellence across all internal and outsourced teams.</li> <li>Lead quality initiatives, strengthen QA frameworks, and drive continuous improvement across all touchpoints.</li> <li>Monitor satisfaction metrics (CSAT, NPS) and collaborate with teams to address root causes of issues.</li> <li>Ensure all interactions reflect our brand voice, tone, and commitment to exceptional customer care.</li> <li>Improve first-contact resolution, reduce customer effort, and optimize costs to enhance the end-to-end experience.</li> </ul> <p>3. Strategy, Collaboration &amp; Continuous improvement</p> <ul> <li>Co-develop and execute the customer care strategy aligned with company goals and operational priorities.</li> <li>Lead, coach, and develop a team of 18 customer care professionals.</li> <li>Partner cross-functionally with Operations, IT, Marketing, and Sales to ensure seamless workflows and communication.</li> <li>Identify opportunities for automation, process simplification, and technology adoption to improve efficiency.</li> <li>Lead change-management initiatives to successfully embed new tools, systems, and policies.</li> <li>Strengthen collaboration and shared accountability between internal teams and vendor partners.</li> </ul> <p>4. Reporting, Insights &amp; Compliance</p> <ul> <li>Analyze vendor and second-line performance data to uncover trends, gaps, and improvement opportunities.</li> <li>Deliver clear, actionable performance and quality reports to senior management.</li> <li>Ensure vendors comply with contractual agreements, internal policies, and regulatory requirements.</li> <li>Oversee training and knowledge management to maintain consistent product and service expertise.</li> </ul><h2>Your Profile</h2> <ul> <li>Bachelor’s or Master’s degree in Business, Management, or related field.</li> <li>5+ years in customer care or contact center management, including 3+ years in a leadership role.</li> <li>Strong experience in process improvement, analytics, and contact center operations.</li> <li>Excellent leadership, communication, and stakeholder management skills.</li> <li>Proficiency in Excel &amp; PowerPoint; familiarity with CRM, IVR, chatbots, and automation tools.</li> <li>Fluency in English and Dutch (French is a plus).</li> </ul><h2>About Us</h2> <p>For us<strong>"Let's Go!"</strong>is not just a slogan, it is an attitude. We love technology and we want to excite. We have fun and want to inspire. We are number one in Benelux and Europe. We influence how people experience and use technology. We make the difference and are there for our customers, through all channels. Together with our 50.000 employees across Europe, we create the shopping experience of the future.</p> <p>Our best solutions arise when diverse perspectives come together. <strong>Diversity </strong>is key to achieving our vision of becoming the Experience Champion in Consumer Electronics. We value diversity, <strong>promote equal opportunities</strong>, and <strong>foster inclusion</strong>—join our team!</p><h2>Additional Benefits</h2> <ul> <li>An, without exaggeration, amazing workplace on the 38th floor of<em>De Rotterdam</em>, overlooking the iconic Erasmus Bridge.</li> <li>Excellent employment conditions, with plenty of opportunities to grow and develop.</li> <li>The freedom and responsibility to shape your own role and bring your ideas to life in an environment where anything is possible.</li> <li>The chance to achieve outstanding results together as a team , because you simply love to win.</li> <li>At<strong> </strong