Head of B2C Client Service

Nexeo is looking for a Head of B2C Client Service

To support the growth and transformation of a leading financial services organization, we are looking for an experienced Head of B2C Client Service to lead the entire B2C customer lifecycle, from onboarding and credit application processing to after-sales service and customer retention.

You will join the Operations Management Team and report directly to the COO BeNeLux, playing a key role in operational excellence, digital transformation, customer experience improvement and organizational change management.

Our offer

• Strategic leadership position within a major financial institution.

• Long-term assignment in a high-impact operational environment.

• Hybrid working model: 50% onsite / 50% remote.

• Management of a large organization of approximately 60 employees through multiple Team Leaders.

• Key role combining operational management, transformation, digitalization and people leadership.

Your role

As Head of B2C Client Service, you will:

• Lead and oversee all B2C Onboarding and After-Sales activities across the entire customer lifecycle.

• Manage and develop an organization of approximately 60 employees through Team Leaders.

• Ensure operational, commercial and service performance while maintaining high customer satisfaction levels.

• Define and implement the operational strategy aligned with business objectives and growth ambitions.

• Drive transformation, automation, digitalization and continuous improvement initiatives.

• Contribute to operational management committees and strategic decision-making processes.

• Lead change management initiatives and support teams through organizational, technological and cultural transformations.

• Collaborate closely with Sales, IT, Risk, Marketing and other departments to optimize end-to-end customer journeys.

• Establish governance frameworks, KPIs and performance monitoring mechanisms.

• Foster a culture of accountability, engagement, coaching and continuous development.

Your profile

• Master's degree or equivalent through experience.

• Minimum 8 years of relevant experience in organizational development, operations management or business transformation.

• Proven experience managing large teams and complex operational environments.

• Strong leadership and people management capabilities.

• Demonstrated experience in transformation, change management and digitalization programs.

• Strong operational excellence and process optimization mindset.

• Customer-centric approach with a strong focus on service quality and performance.

• Excellent analytical and decision-making skills.

• Experience in the financial sector is considered a strong asset.

Business & management skills

Mandatory:

• Large-scale team management

• Operational leadership

• Change Management

• Process optimization

• Digital transformation

• Performance management & KPI governance

• Stakeholder management

• Customer experience improvement

Nice to have:

• Financial services sector experience

• B2C operations experience

• Continuous improvement methodologies

Languages

• French: Fluent

• Dutch: Fluent

• English: Fluent

Soft skills

• Inspirational leadership

• Strong communication and influencing skills

• Strategic thinking combined with operational execution

• Analytical and problem-solving mindset

• Organizational skills and prioritization abilities

• Resilience and adaptability

• Collaboration and stakeholder engagement

• Results-oriented and customer-focused

📩 Interested or open to new opportunities?

Send us your CV and let's connect!

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