Customer Service Manager at Allegion, Veenendaal

At AXA Home Security, there is currently a vacancy for a Customer Service Manager. A challenging role for someone who is eager and able to make a real impact. In this position, you will lead a team of seven people, with three team members based at the AXA office in the Netherlands and three in Poland.

POSITION The role will be part of the AXA HOME Management Team, will enable the growth of the AXA security brand, and will have 3 main areas of focus:

Responsible for managing the customer service team, ensuring the level of performance and engagement is met, and ensuring steps are taken to make the CS work more efficient and less manual

Responsible for defining and executing the customer service strategy, focusing on the long term as well as on the short term strategy, and getting quick wins

Driving growth opportunities with the accounts assigned to CS both on the Dutch market as well as the Export market

Challenges and opportunities around the role

Translating strategy into operational day-to-day opportunities and ways of working

Making steps in the customer service strategy and plan whilst the broader picture around systems&tools at the company level is being built and progressed in parallel

Leadership. Taking the team to the next level; making the team stronger, resulting in opportunities and increasing knowledge

Working on quality. Improving the quality will lead to the improvement of the customer experience, the conversion ratio, and the efficiency of the processes

Responsibilities

Leads the customer service team, ensuring strong performance, engagement, development, and retention

Ensures effective collaboration across departments, delivering a high-quality end-to-end customer experience in line with business targets

Enables two-way communication with customer-facing teams, translating feedback into actionable insights and aligning key stakeholders

Develops the customer service strategy across short-, mid-, and long-term horizons, continuously improving service levels

Focuses on delivering quick wins while contributing to the broader development of systems and tools (ERP, CRM, contact center, etc.)

Optimizes ways of working to improve efficiency and drive a more proactive service approachBuilds a customer-centric culture across the organization

Communicates the HOME customer service strategy and plans, bringing cross-functional teams along to ensure alignment and execution

Promotes improvements across departments and collaborates cross-functionally to enhance the overall customer experience

Works closely with executive and senior management, proactively driving solutions and overseeing the customer escalation process

Builds and applies an analytical approach to improve service delivery, using relevant technologies for reporting and insights across customer service and other customer-facing areas

Anticipates future market trends and assesses their impact on the AXA HOME business

Proactively manages a customer portfolio, identifying growth opportunities with a focus on export professional customers and smaller accounts, including cross- and upsell potential

PERSONAL PROFILE Education&experience

Hbo or university degree

Minimum of 10 years of relevant work experience, including solid managerial experience

Experience in both a manufacturing and service-oriented environment is a strong plus

Strong business acumen, with experience in commercial or sales-related activities

Understands broader business objectives and translates these effectively into customer service strategy and execution

Demonstrates a strong balance between strategic thinking and operational execution, with a clear appetite to actively engage in both

Strong, natural leader and people manager, capable of engaging, developing, and inspiring teams

Strong stakeholder manager; able to effectively bridge operations and commercial functions and align cross-functional priorities

Analytical and data-driven, leveraging technology and tools to drive continuous improvement

Experience in driving change and professionalizing customer service operations (processes, KPIs, tooling)

Strong problem-solving skills, with a solution-oriented and“get-it-done” mentality

Excellent communication skills, with a focus on clarity and efficiency

Strong interpersonal and networking skills, able to build relationships at all levels

Proactive, high-energy, and resilient; able to drive initiatives through to completion

Positive, constructive mindset with the ability to maintain perspective and energy in a dynamic environment

Fluency in both Dutch and English, written and spoken

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