Interim Global Head of Customer Service Excellence, Rotterdam
Interim Global Head of Customer Service Excellence, Rotterdam
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3090 Rotterdam, Nederland -
Geplaatst op: minder dan een maand geleden
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Onthouden -
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Advertentietekst
Temporary Role: Interim Global Head of Customer Service Excellence
Location: VTTI head office
Duration: 18 May (latest 1st of June)– approximately first half of November
The purpose of the Global Head of Customer Service Excellence is to design, implement and embed a consistent global customer service framework across all terminals, ensuring alignment on service standards, customer experience and service levels in line with a "one VTTI way" of working.
Scope of the assignment In this role you will actively lead the development and adoption of an AI approach within Customer Service. Additionally, the assignment aims to enhance service performance for selected terminals while monitoring and following-up on our global service performance indicators for all terminals.
Key responsibilities
Guide the design, development and implementation of AI solutions for Customer Solutions
Act as a senior CS partner for selected terminals, providing hands‑on service support
Lead the further development of customer solutions
Coordinate global customer surveys and ensure structured follow‑up and insights
Guide and coach two direct reports
Work closely with CS managers at terminal level (dotted line reporting)
Actively support change management related to new tools, processes, and solutions
Stakeholders&reporting line
VTTI head office role
Reporting to SVP Commercial
Part of the head office Commercial Team
Managing 2 direct reports
Functional/dotted-line alignment with CS managers at terminal level
Required experience&profile
10+ years of working experience
Strong background in Customer Service within a similar industrial environment
Proven experience in project management and change management
Demonstrated experience in IT solutions delivery from a business owner perspective (AI / digital enablement is a strong plus)
Ability to operate effectively in a complex, multi-stakeholder environment
Fluent in English; Dutch is considered a plus
#J-18808-Ljbffr
Location: VTTI head office
Duration: 18 May (latest 1st of June)– approximately first half of November
The purpose of the Global Head of Customer Service Excellence is to design, implement and embed a consistent global customer service framework across all terminals, ensuring alignment on service standards, customer experience and service levels in line with a "one VTTI way" of working.
Scope of the assignment In this role you will actively lead the development and adoption of an AI approach within Customer Service. Additionally, the assignment aims to enhance service performance for selected terminals while monitoring and following-up on our global service performance indicators for all terminals.
Key responsibilities
Guide the design, development and implementation of AI solutions for Customer Solutions
Act as a senior CS partner for selected terminals, providing hands‑on service support
Lead the further development of customer solutions
Coordinate global customer surveys and ensure structured follow‑up and insights
Guide and coach two direct reports
Work closely with CS managers at terminal level (dotted line reporting)
Actively support change management related to new tools, processes, and solutions
Stakeholders&reporting line
VTTI head office role
Reporting to SVP Commercial
Part of the head office Commercial Team
Managing 2 direct reports
Functional/dotted-line alignment with CS managers at terminal level
Required experience&profile
10+ years of working experience
Strong background in Customer Service within a similar industrial environment
Proven experience in project management and change management
Demonstrated experience in IT solutions delivery from a business owner perspective (AI / digital enablement is a strong plus)
Ability to operate effectively in a complex, multi-stakeholder environment
Fluent in English; Dutch is considered a plus
#J-18808-Ljbffr
Belangrijke informatie
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BedrijfsnaamVTTI -
PositieInterim Global Head of Customer Service Excellence
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Melden -
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Meer informatie over deze advertentie
Interim Global Head of Customer Service Excellence is geplaatst in de Rotterdam klantenservice, callcenters rubriek op Locanto.
Voor Rotterdam zijn er geen andere advertenties in deze rubriek.
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