🚀 We’re hiring: Head of B2C Client Service | Hybrid

📍 Brussels

We are strengthening our Operations leadership team and looking for an experienced and inspiring Head of B2C Client Service to lead a key transformation area within our organization.

💼 About the role

You will take ownership of the full B2C customer lifecycle, from onboarding to after-sales and customer retention. Leading a team of approximately 60 people, you will play a central role in shaping performance, customer experience, and operational excellence.

🎯 Your mission

In this role, you will:

Lead and develop a large, multi-team organization (team leaders and operational staff)
Define and execute the operational strategy aligned with group priorities
Ensure strong performance across service quality, efficiency, and customer satisfaction
Drive transformation initiatives, including digitalization, automation, and process optimization
Champion change management across organizational, cultural, and technological evolution
Collaborate closely with Sales, IT, Risk, and Marketing to improve end-to-end customer journeys
Build strong governance frameworks with clear KPIs and performance tracking
Foster a culture of accountability, engagement, and continuous improvement

🌍 What we are looking for

8+ years of experience in organizational development, operations, or large-scale service environments
Proven experience managing sizeable teams in a B2C, customer service, or operations context
Strong track record in transformation, change management, and digitalization projects
Ability to combine strategic vision with hands-on operational leadership
Strong analytical mindset and results-driven approach
Excellent communication skills in Dutch, French, and English (fluent)
Experience in the financial sector is a plus

💡 Soft skills that matter

We are looking for someone who:

Inspires and engages teams
Thrives in complex, evolving environments
Builds strong collaboration across departments
Demonstrates resilience and adaptability
Brings structure, clarity, and momentum

🤝 What we offer

A high-impact leadership role at the heart of a transformation journey, where you will directly shape the customer experience and operational future.

📩 Interested in making an impact? Apply now!!