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 (NL) or in Wavre (BE), you will play a key role at the intersection of regional strategy, local execution, and external partner management.
In this role, you will:
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Drive best-in-class customer experience for patients and healthcare professionals
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Ensure high-quality delivery from external customer service partners
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Enable efficient, scalable operations across Benelux
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Act as a key connector between EMEAP and local markets
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Act as Customer Service Subject Matter Expert (SME) for Benelux within EMEAP
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Serve as a key interface between regional teams and local markets
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Translate business needs into efficient operational solutions
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Manage and oversee third-party customer service providers (BPOs)
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Ensure performance against service levels, quality standards, and FTE plans
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Build and maintain strong, performance-driven partnerships
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Identify process and quality gaps and implement improvement plans
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Drive customer experience (CX) initiatives across the region
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Lead local and regional transformation projects
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Roll-out of proactive outbound customer engagement
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Optimization of HCP support lines
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Enhanced complaint routing processes
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Transition of activities from shared service centers (e.g. Lisbon)
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Support for new solutions and innovations (e.g. AID)
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Solid experience in Customer Service / Customer Operations / CX
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Proven track record in vendor/BPO management
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Experience in process improvement, transformation, or CX projects
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Ability to influence across multiple markets and stakeholders
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Strong analytical mindset and hands-on execution
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Fluent in English (Dutch and/or French is a strong plus)
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Make an impact in a fast-growing, meaningful healthcare environment
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Take ownership of regional and cross-functional topics
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Be part of a transformation journey in Customer Experience
Abbott is an equal opportunity employer committed to employee diversity and inclusion.
