Customer Service Quality & Projects Manager (E-commerce)

TL;DR

Customer Service Quality & Projects Manager (Project Management): Monitoring and analyzing KPIs and managing projects to optimize customer service operations with an accent on process efficiency and documentation. Focus on driving performance improvements, managing external partners, and implementing sustainable workflows.

Location: Sevenum, Netherlands (Onsite)

Company

Europe’s leading e-pharmacy providing cutting-edge health services and innovative pharmacy solutions.

What you will do

• Monitor, analyze, and report on relevant data and KPIs to ensure efficient operations.
• Plan, set up, and manage projects, including coordinating initiatives and tracking results.
• Analyze and optimize existing processes to create sustainable and efficient workflows.
• Enhance structured and transparent documentation and reporting processes.
• Manage and develop external partners through performance management and regular reviews.
• Collaborate with stakeholders to identify and implement quality and efficiency improvements.

Requirements

• Successfully completed university degree (mandatory).
• At least 5 years of relevant professional experience, ideally in Customer Success (CS).
• Experience in KPI-driven project management.
• Very good knowledge of Microsoft Excel and PowerPoint.
• Hands-on experience working with CRM systems.
• Business fluent in English and/or German, both written and spoken.

Culture & Benefits

• Travel allowance to support the daily commute to the office.
• 28 vacation days and an annual vacation bonus of 8% of annual gross salary.
• Excellent and contribution-free company pension plan.
• Employee discounts on online and on-site pharmacy selections.
• Access to internal and external training programs for personal development.
• On-site fitness room, relaxation areas, and free professional mental health support via nilo.