- Location
- Netherlands > Hoofddorp : Wegalaan 9
- Type
- Full-time
- Department
- Healthcare
- Seniority
- Manager
- Source
- Workday
Description
JOB DESCRIPTION:
At Abbott Diabetes Care, we are transforming the way people living with diabetes manage their health through innovative glucose monitoring solutions.
We are looking for a Customer Relations Manager Benelux to lead customer service excellence across the region, ensuring high-quality operations, strong partner performance, and continuous improvement of the customer experience.
Based in Hoofddorp, you will play a key role at the intersection of regional strategy, local execution, and external partner management.
Your impact
In this role, you will:
- Drive best-in-class customer experience for patients and healthcare professionals
- Ensure high-quality delivery from external customer service partners
- Enable efficient, scalable operations across Benelux
- Act as a key connector between EMEAP and local markets
Key responsibilities
🔹 Regional leadership & stakeholder management
- Act as Customer Service Subject Matter Expert (SME) for Benelux within EMEAP
- Serve as a key interface between regional teams and local markets
- Translate business needs into efficient operational solutions
🔹 Vendor management & operational oversight
- Manage and oversee third-party customer service providers (BPOs)
- Ensure performance against service levels, quality standards, and FTE plans
- Build and maintain strong, performance-driven partnerships
🔹 Continuous improvement & CX transformation
- Identify process and quality gaps and implement improvement plans
- Drive customer experience (CX) initiatives across the region
- Lead local and regional transformation projects
🔹 Key initiatives (examples)
- Roll-out of proactive outbound customer engagement
- Optimization of HCP support lines
- Enhanced complaint routing processes
- Transition of activities from shared service centers (e.g. Lisbon)
- Support for new solutions and innovations (e.g. AID)
Your profile
- Solid experience in Customer Service / Customer Operations / CX
- Proven track record in vendor/BPO management
- Experience in process improvement, transformation, or CX projects
- Ability to influence across multiple markets and stakeholders
- Strong analytical mindset and hands-on execution
- Fluent in English (Dutch and/or French is a strong plus)
Why join Abbott Diabetes Care?
- Make an impact in a fast-growing, meaningful healthcare environment
- Take ownership of regional and cross-functional topics
- Be part of a transformation journey in Customer Experience
- Work in a dynamic, international hub in Hoofddorp
Diversity & Inclusion
Abbott is an equal opportunity employer committed to employee diversity and inclusion.
The base pay for this position is
N/AIn specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
ADC Diabetes Care
LOCATION:
Netherlands > Hoofddorp : Wegalaan 9
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Yes, 15 % of the Time
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Not Applicable
Skills
Customer Service
