Customer Relations Manager Benelux - Abbott Diabetes Care

Job description

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 managementAct 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 oversightManage 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 transformationIdentify 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 profileSolid 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