Customer Service Quality & Projects Manager (E-commerce)

TL;DR

Customer Service Quality & Projects Manager (E-commerce): Monitoring KPIs and managing projects to optimize customer service operations with an accent on process efficiency and external partner performance. Focus on analyzing data-driven insights, implementing sustainable workflows, and enhancing service excellence.

Location: Onsite in Sevenum, Netherlands

Company

Europe’s No.1 e-pharmacy focused on providing innovative and accessible health solutions.

What you will do

• Monitor, analyze, and report on operational KPIs to ensure transparency and efficiency.
• Plan and manage projects, coordinating initiatives and tracking results.
• Optimize existing workflows to create sustainable and efficient business processes.
• Develop and enhance structured documentation and reporting systems.
• Manage external partners, focusing on performance reviews and maintaining service levels.
• Collaborate with stakeholders to identify and implement quality improvement measures.

Requirements

• University degree (mandatory requirement).
• At least 5 years of professional experience, ideally in Customer Success (CS).
• Proven experience in KPI-driven project management.
• Proficiency in Microsoft Excel and PowerPoint.
• Hands-on experience working with CRM systems.
• Business fluency in English and/or German (written and spoken).

Culture & Benefits

• Travel allowance to support the daily commute to the office.
• 28 vacation days and an annual vacation bonus (8% of gross salary).
• Contribution-free company pension plan.
• Employee discounts on online and on-site pharmacy selections.
• Internal and external training programs for personal development.
• On-site sports facilities, relaxation rooms, and free anonymous mental health support via nilo.