About the role
Due to the continued development of our services in the Netherlands, Momentum is looking for a Customer & Ground Services Manager to lead our station operations and customer service teams, ensuring an exceptional travel experience for every Eurostar customer.
In this role, you are responsible for leading and developing the ground services teams in the Netherlands while supporting onboard operations whenever required. You will drive service excellence, coach and develop your teams, and ensure operational standards are consistently achieved across our stations. Working closely with Eurostar stakeholders and internal departments, you will play a key role in delivering a seamless customer journey.
Key responsibilities (not limited to)
- Lead, coach and develop the Customer & Ground Services teams in Amsterdam and Rotterdam, fostering a culture of engagement, accountability and continuous improvement.
- Be a visible role model, ensuring exceptional customer service standards are consistently delivered within the stations.
- Carry out regular performance reviews, coaching sessions and development conversations with team members.
- Manage attendance, well-being and disciplinary matters in line with company policies and procedures.
- Ensure operational standards, safety procedures and service processes are consistently followed and understood by all team members.
- Drive customer satisfaction by monitoring KPIs, analyzing performance and implementing improvement initiatives.
- Lead and support the teams during service disruptions, providing clear direction and maintaining excellent customer communication.
- Work closely with Eurostar station management, onboard management and other operational stakeholders to ensure seamless collaboration.
- Support onboard teams when operationally required, ensuring consistency in service delivery and customer experience across the full journey.
- Lead the implementation of new procedures, service initiatives and operational changes, gathering feedback and embedding best practices.
- Support recruitment, onboarding and training of new colleagues while identifying future talent within the teams.
- Participate in the duty manager on-call rota and provide leadership during operational incidents and unexpected events.
About you
- An experienced people manager with a passion for hospitality and customer service.
- Proven leadership experience within hospitality, transport, aviation, rail or another customer-focused operational environment.
- A confident coach who enjoys developing individuals and building high-performing teams.
- Strong organizational and decision-making skills, with the ability to remain calm under pressure.
- Customer-focused, resilient and solution-oriented.
- Comfortable working in a dynamic operational environment with changing priorities.
- Flexible to work across a seven-day operation when required.
- Willing to travel regularly between Amsterdam, Rotterdam, Brussels and other Eurostar locations.
- Good command of Dutch and English; French is considered an advantage.
What we offer
- 38-hour contract under the Koninklijke Horeca Nederland collective agreement.
- Holiday allowance.
- Meal allowance.
- Performance-related bonus of up to 10% of annual base salary.
- Travel allowance.
- Opportunities for professional development within an international hospitality and rail environment.
- A supportive culture where people, teamwork and exceptional customer experiences come first.
Salaris: €3.252,60 per maand
Arbeidsvoorwaarden:
- Kosteloos parkeren
- Personeelskorting
- Reiskostenvergoeding
Werklocatie: Fysiek
