Strategic Customer Experience & Contract Lead

Parking; Zaventem; Remote; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary package

Fringe benefits

Training and development opportunities

Dynamic international environment

Job summary

ASSA ABLOY is seeking a Customer Experience & Contract Manager in Belgium to oversee the full lifecycle of customer relationships and contracts. You will translate agreements into excellent service and collaborate with operations, sales, and management to boost satisfaction, retention, and profitability.

The role emphasizes managing SLAs, KPIs, and service delivery while driving improvements and reporting to leadership.

Qualifications

• Bachelor's or Master's degree in Business Administration, Marketing, Law, Supply Chain Management, or equivalent.
• At least 5 years of experience in Customer Experience, Customer Success, Account Management, Contract Management, or a similar role.
• Experience managing strategic customer relationships within a B2B environment.
• Experience with contract negotiations, SLA management, and service delivery.
• Excellent communication skills in Dutch and French.
• Strong analytical skills and experience with KPIs, reporting, and performance analysis.
• Experience with CRM systems, Microsoft 365, and reporting tools such as Power BI.

Responsibilities

• Managing and optimizing the entire customer journey and customer experience.
• Acting as the primary point of contact for strategic clients regarding service delivery and contractual agreements.
• Organizing customer reviews and analyzing feedback, satisfaction surveys, and escalations.
• Managing client contracts, SLAs, KPIs, and service agreements throughout the entire contract lifecycle.
• Coordinating contract renewals, price revisions, and contract amendments in collaboration with internal stakeholders.
• Initiating and leading improvement projects focused on customer satisfaction, service quality, and operational efficiency.
• Preparing reports, analyses, and recommendations for clients and management.

Skills

Customer experience

Contract management

Stakeholder management

Analytical skills

Dutch language

French language

CRM systems

Microsoft 365

Power BI

Education

Bachelor's or Master's in Business Administration, Marketing, Law, Supply Chain Management, or equivalent

Tools

CRM systems

Microsoft 365

Power BI

Job description

ASSA ABLOY is seeking a Customer Experience & Contract Manager in Belgium to oversee the full lifecycle of customer relationships and contracts. You will translate agreements into excellent service and collaborate with operations, sales, and management to boost satisfaction, retention, and profitability.

The role emphasizes managing SLAs, KPIs, and service delivery while driving improvements and reporting to leadership.