Partner & Performance Lead

Mobile Vikings; Limburg; Sur place; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Modern office

Hybrid work model

Diversity team

Coffee & snacks

Résumé du poste

Mobile Vikings is seeking a Partner & Performance Lead to own the external customer service partnership, including contracts and operational delivery. You will ensure quality, efficiency, and a great customer experience, turning insights into decisive actions and maintaining a strong collaborative culture with the partner.

You will lead governance with the partner, monitor key metrics, and drive improvement plans.

Qualifications

• Solid experience in customer operations, vendor management, or performance management, incl. contractual aspects.
• Ability to analyze data and translate insights into actions.
• Comfort with cross‑functional collaboration and challenging conversations.

Responsabilités

• Own the Partner Relationship & Performance, incl. SLA, contracts, and governance.
• Coordinate with the external partner as primary contact, ensuring trust and accountability.
• Bridge internal and partner perspectives while upholding standards and culture.
• Lead daily check‑ins, weekly syncs, and monthly reviews to monitor metrics (Quality, Efficiency, CSAT, SLA).
• Turn service data into concrete improvement plans and drive implementation with the partner.
• Visit partner sites quarterly to maintain alignment and personal connections.

Connaissances

Customer Operations

Vendor Management

Performance Management

Analytical Mindset

Description du poste

The role

As our Partner & Performance Lead, you own the relationship with our external customer service partner,including the contractual and operational side. Reporting to ourCare Lead, you make sure the partnership actually delivers: on quality, on efficiency, and on customer experience. You won’t just track numbers: you turn insights into decisions, decisions into actions, and actions into results.And you don’t back away from the difficult conversations to get there. In short: you make our service quality excellent, our processes and collaboration run smoothly, and our partner feel like part of the Viking clan.

Sounds like a blast?

Great. So, your main responsibilities would be to…

Own the Partner Relationship & Performance

• Own the contract: manage the contractual dimension of the partnership:SLA commitments, financial follow-up, and contract changes as our business evolves,and lead these discussions with confidence. When performance slips, you’re the one who calls it, escalates it, and decides what happens next.


• Own the relationship: be the primary point of contact for our external partner, fostering a transparent and strong partnership built on trust and mutual accountability.


• Be the bridge:represent our partner’s reality and voice internally, while championing our standards, vision, and culture towards the partner.


• Steer the rhythm: lead daily check-ins, weekly syncs, and monthly business reviews to monitor key metrics (Quality, Efficiency, Productivity, CSAT, SLA adherence).


• Turn data into action: monitor service KPIs, identify trends, and translate them into concrete improvement plans,together with our partner, and following through until they land.


• Stay close: visit our partner sites in Ghent and Meknes, Morocco (roughly quarterly) to keep alignment and personal connections strong.

Elevate Internal Performance

• Challenge the status quo: track operational trends and constructively challenge our First Line, Workforce Management, and Operational Excellence leads to sharpen processes and service levels.


• Align priorities: ensure targets, forecasts, staffing, and operational goals are fully synced between teams.


• Close the loop: own escalations and recurring issues end-to-end, leaving no gaps in our processes.


• Feed the improvement cycle: turn operational signals into real improvements in our tools, content, and workflows together with your colleagues.


• Harmonize the customer journey: collaborate cross-functionally to make internal handovers completely seamless for customers. : work across teams so the customer never notices where internal handovers happen.

Because you're the one...

• Who has solid experience in Customer Operations, BPO/Vendor Management, or Performance Management, including the contractual side of a partnership.


• Who has a strong analytical mindset: you speak “data” fluently and know how to turn a spreadsheet into a decision.


• Who gets things done: you love a good analysis, but you’re at your best turning it into a finished result.


• Who communicates with impact and builds trust: you challenge constructively, combine rigor with empathy, and bring both internal teams and external partners along.


• Who is comfortable owning work that sits between teams, where support isn’t guaranteed — and getting it done anyway.


• Who calls the partner about a problem before the partner calls you.


• Who never brings a problem without a proposal, and has already thought about what it will cost and who has to agree.


• Who diplomatically delivers the messages nobody wants to hear — on both sides of the contract — and keeps things moving forward anyway.


• Who masters Dutch, English, and French well enough to switch between them without breaking a sweat.


• Who, after reading all this, says: “This is it!”

In return, you get...

• A diversified job with real responsibility and full ownership of a partnership spanning70 agents across two sites and handles the majority of all customer contact. The contract, the performance, and the relationship are yours.


• The possibility to make a difference while rocking an empowering role! At Mobile Vikings, we work hard, but the right to disconnect is equally important.


• The chance to work in a cool office at least 2 days a week. Imagine walking into a space thoughtfully designed with modern aesthetics and vibrant colors — our offices are an extension of our culture.


• The best colleagues from around the world. We are a diverse group, and while our company language is English, we also speak in puns and memes ;-).


• Let’s not forget the delicious coffee accompanied by the (more than) occasional snacks.