Customer Relations Manager

Tech Sales Jobs; Hoofddorp; On-site; EUR 90,000 - 120,000; Full time

Job summary

Abbott Diabetes Care is seeking a Customer Relations Manager Benelux to lead customer service excellence across the region. Based in Hoofddorp (NL) or Wavre (BE), you will align regional strategy with local execution and manage external partners to deliver high-quality CX.

You will drive best-in-class customer experience for patients and healthcare professionals, oversee BPO performance, and lead regional CX transformation and process improvements across Benelux.

Qualifications

• Solid experience in Customer Service / CX across regions.
• Proven track record in managing external partners (BPOs).
• Experience driving process improvement, transformation or CX projects.
• Ability to influence across multiple markets and stakeholders.
• Strong analytical mindset with hands-on execution.

Responsibilities

• Lead customer service excellence across Benelux with external partners.
• Drive best-in-class CX for patients and healthcare professionals.
• Ensure high-quality delivery from BPOs and partners.
• Enable scalable, regional operations and cross-market alignment.
• Act as SME for Benelux within EMEAP and translate needs into solutions.
• Oversee vendor performance against SLAs, quality standards and FTE plans.
• Identify CX gaps and drive continuous improvement initiatives.
• Lead regional transformation projects.

Skills

Customer Service

Vendor Management

Process Improvement

Stakeholder Influence

Analytical Mindset

English Fluency

Job description

Customer Relations Manager Benelux - Abbott Diabetes Care

Location: Netherlands - Hoofddorp

Category: Customer & Technical Support

Employment Type: Full time

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 (NL) or in Wavre (BE), 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

Diversity & Inclusion

Abbott is an equal opportunity employer committed to employee diversity and inclusion.