Customer Relations Manager Benelux - Abbott Diabetes Care
About this job
JOB DESCRIPTION:At Abbott Diabetes Care, we are transforming the way people living with diabetes manage their health through innovative glucose monitoring solutions.We are looking for a Customer Relations Manager Benelux to lead customer service excellence across the region, ensuring high-quality operations, strong partner performance, and continuous improvement of the customer experience.Based in Hoofddorp, you will play a key role at the intersection of regional strategy, local execution, and external partner management.Your impactIn this role, you will:• Drive best-in-class customer experience for patients and healthcare professionals • Ensure high-quality delivery from external customer service partners • Enable efficient, scalable operations across Benelux • Act as a key connector between EMEAP and local markets Key responsibilities🔹 Regional leadership & stakeholder management• Act as Customer Service Subject Matter Expert (SME) for Benelux within EMEAP • Serve as a key interface between regional teams and local markets • Translate business needs into efficient operational solutions 🔹 Vendor management & operational oversight• Manage and oversee third-party customer service providers (BPOs) • Ensure performance against service levels, quality standards, and FTE plans • Build and maintain strong, performance-driven partnerships 🔹 Continuous improvement & CX transformation• Identify process and quality gaps and implement improvement plans • Drive customer experience (CX) initiatives across the region • Lead local and regional transformation projects 🔹 Key initiatives (examples)• Roll-out of proactive outbound customer engagement • Optimization of HCP support lines • Enhanced complaint routing processes • Transition of activities from shared service centers (e.g. Lisbon) • Support for new solutions and innovations (e.g. AID) Your profile• Solid experience in Customer Service / Customer Operations / CX • Proven track record in vendor/BPO management • Experience in process improvement, transformation, or CX projects • Ability to influence across multiple markets and stakeholders • Strong analytical mindset and hands-on execution • Fluent in English (Dutch and/or French is a strong plus) Why join Abbott Diabetes Care?• Make an impact in a fast-growing, meaningful healthcare environment • Take ownership of regional and cross-functional topics • Be part of a transformation journey in Customer Experience • Work in a dynamic, international hub in Hoofddorp Diversity & InclusionAbbott is an equal opportunity employer committed to employee diversity and inclusion. The base pay for this position is N/AIn specific locations, the pay range may vary from the range posted. JOB FAMILY:Customer Service DIVISION:ADC Diabetes Care LOCATION:Netherlands > Hoofddorp : Wegalaan 9 ADDITIONAL LOCATIONS: WORK SHIFT:Standard TRAVEL:Yes, 15 % of the Time MEDICAL SURVEILLANCE:Not Applicable SIGNIFICANT WORK ACTIVITIES:Not Applicable