Customer Service Manager at Allegion, Veenendaal

AXA Stenman Industries

AXA STENMAN INDUSTRIES has a long and rich history, dating back to 1902. The foundation for one of today's two successful core activities was laid in the 1920s when the predecessor of today's company started producing and selling hinges and locks. About twenty years later, a frame lock for bicycles was added to the range. This marks the start of the bicycle security range, the second core activity as it exists today.

Today, AXA is a household name when it comes to hinges and locks and has built up a very strong reputation, especially in the field of burglar-resistant security products.

Home Security's range consists of products for windows and doors. AXA HOME security has an extensive range of hinges, window openers, window locks, door fittings, cylinders, closers, and other accessories for windows and doors. In addition, AXA is also increasingly entering the world of connectivity and Smart HOME Products. AXA serves all kinds of customers in the chain, from hardware stores to contractors, and from door manufacturers to DIY stores, to marketplaces, AXA has the right solution and knowledge for every customer.

Three important pillars are always very important to AXA; quality, safety, and comfort. Quality is reflected in the materials used, the dimensional stability, the finish, and the lifespan of the products, but also in the delivery reliability, the extensive documentation, and the expertise of the employees. Safety is key. Not only does AXA sell many burglar-resistant products that increase the feeling of security, but AXA also guarantees that operating the AXA products is always possible in a safe (child-friendly) way. All this in a comfortable way, both for the end consumer and in the assembly at the professional processor. Clear assembly instructions and fasteners are important here, which guarantees fast and accurate installation. The customer always comes first and AXA switches very flexibly to be able to offer the perfect solution for the customer.

To guarantee all this, AXA is the proud owner of modern production locations in the Netherlands, France, and Poland. With sales offices in the Netherlands, Germany, France, and Poland, a high level of service can be provided.

AXA is part of the Allegion Group. Allegion includes more than 30 brands. Allegion is active worldwide, in almost 130 countries.

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

Customer Service Manager (Veenendaal)

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 winsDriving 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 stakeholdersDevelops 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 experienceWorks 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 areasAnticipates 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 environmentFluency in both Dutch and English, written and spoken