Customer Service Quality & Projects Manager

Redcare Pharmacy; Sevenum; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Travel allowance

28 vacation days

Vacation bonus

Company pension

Employee discounts

Training programs

Team events

Fitness room

Mental health support

Job summary

Redcare Pharmacy in the Netherlands is seeking an experienced Customer Success Operations Manager to monitor KPIs, manage projects, and optimize processes. You will work with stakeholders and external partners to improve performance and service quality.

The role requires a university degree, 5+ years in CS, strong Excel/PowerPoint, CRM experience, and fluent English or German; you will drive data-based improvements and ensure transparent documentation.

Qualifications

• University degree completed
• At least 5 years of relevant experience in Customer Success
• Experience in KPI-driven project management
• Strong Excel and PowerPoint skills
• Hands-on experience with CRM systems
• Business fluent in English and/or German

Responsibilities

• Monitor, analyze, and report KPIs for operations
• Plan, set up, manage projects and track results
• Analyze and optimize processes for efficiency
• Maintain transparent documentation and reporting
• Manage external partners with performance reviews
• Collaborate with stakeholders to identify optimization opportunities

Skills

Excel

PowerPoint

CRM systems

KPI analytics

Project management

Data-driven mindset

English

German

Education

University degree

Tools

CRM

Job description

About Redcare Pharmacy:

As Europe’s No.1 e-pharmacy Redcare Pharmacy is powered by passionate teams and cutting-edge innovation. We strive to create a healthy collaborative work environment where every employee feels valued and inspired to contribute to our vision “Until every human has their health”. If you’re seeking a career that offers purpose and aligns with your values join us and start your #Redcareer today.

About the Role:

You are responsible for monitoring and analyzing KPIs, managing projects, and continuously optimizing processes and documentation to ensure efficient and transparent operations. In close collaboration with stakeholders and external partners, you drive performance improvements, maintain quality standards, and implement measures to enhance overall efficiency and service excellence.

Job Description

About your tasks:

• Responsibility for monitoring, analyzing, and reporting relevant data and KPIs to ensure transparent and efficient operations
• Planning, setting up, and managing projects, including coordinating initiatives and tracking results
• Analyzing, optimizing, and continuously improving existing processes to create sustainable and efficient workflows
• Ensuring and continuously enhancing structured and transparent documentation processes, including reporting
• Managing and developing external partners, including performance management, regular reviews, and ensuring defined quality and service levels
• Collaborating closely with relevant stakeholders to identify optimization opportunities and implement measures to improve quality and efficiency — particularly in the context of working with external partners

Qualifications

About you:

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

Additional Information

About your benefits:

• Travel Allowance: Not all employees live close to our office. Therefore, we support your daily commute with a travel allowance. This compensation is in addition to your salary.
• Vacation: We offer 28 vacation days and an annual vacation bonus (8% of your annual gross salary) in addition to your salary.
• Company Pension Plan: Your future is important to us, which is why we offer you an excellent and contribution-free company pension plan.
• Employee Discounts: Several times a year, we offer discounted employee sales directly on-site, as well as a 10% discount on our online selection.
• Development: Grow! We support and promote your personal development through various internal and external training programs.
• Redcare Events: We foster team building through creative team events and celebrate our successes together at regularly held parties.
• Sports: We have our own fitness room that you can use during your break or before/after work. Additionally, during your breaks, you can enjoy the cozy relaxation room, table tennis, or foosball.
• Mental health: Get quick professional help from psychologists from nilo if you feel overwhelmed in your personal or professional life. Anonymously and free of charge.