Customer care

Customer Care Lead – MediaMarkt Saturn Holding Nederland B.V.

We are looking for people with a passion for technology and our customers, offering them the best experience and the desire to make a difference. If that sounds like you, let’s go!

What will you do? As the Back Office Lead of the Customer Care & Experience team, you will be ultimately responsible for end‑to‑end management of complex and challenging customer cases and the associated backlog. You will ensure timely resolution within SLA and consistently deliver a high‑quality customer experience. You will lead a team of 10‑12 Customer Solution Experts (second‑line Customer Care) and play a key role in the structural improvement of processes across the organization. You will go beyond symptom‑treatment: you will identify underlying causes, challenge stakeholders and ensure that structural problems upstream are solved. Your goal: fewer repeat problems, a healthier backlog and better outcomes for both customers and business.

Structure improvement & stakeholder management: map end‑to‑end processes that cause complex customer cases; quantify failure demand and prioritise by impact.

Lead root‑cause analyses and establish structural improvement measures with clear owners, deadlines and success criteria.

Organise and chair cross‑functional…

Acquisitie is niet gewenst bij deze vacature.

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