European Service Delivery Lead — E‑Commerce, AI & Growth

Jobtailor; Rotterdam; On-site; EUR 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a senior Service Delivery leader to act as the primary advocate for customers across Europe. You will build and maintain strategic relationships, lead critical escalations, and collaborate with commercial, product, operations, and technology teams to enhance CX and service performance.

You will drive retention, protect revenue, and identify opportunities for account growth while guiding service-transformation initiatives.

Qualifications

• Leadership experience in service delivery or customer operations.
• Strong e-commerce experience.
• Commercial mindset with retention and growth focus.
• Experience driving operational excellence and service transformation.
• Proven ability to leverage AI and automation to improve CX.
• Strong analytical and data-driven decision making.
• Excellent stakeholder management and influencing skills.
• Onsite 5 days/week in Rotterdam or Almere.

Responsibilities

• Act as the primary advocate for customers across the European business.
• Build and maintain strong relationships with strategic customers.
• Lead critical customer escalations and service recovery activities.
• Partner with commercial, product, operations, and technology teams to improve customer experience and service performance.
• Drive customer retention and revenue protection initiatives.
• Identify opportunities to support account expansion and long-term customer growth.
• Lead operational excellence initiatives focused on productivity, scalability, and cost-to-serve improvements.
• Reduce WISMO demand through proactive communication, self-service tools, and digital customer journeys.
• Champion AI, automation, and digital solutions.
• Develop a scalable Service Delivery model for continued European business growth.
• Use data and insights to identify trends, measure performance, and drive continuous improvement.

Skills

Leadership Experience

E-commerce Expertise

Operational Excellence

AI & Automation

Data-Driven Decisions

Stakeholder Management

Continuous Improvement

Tools

AI Solutions

Automation Tools

Digital Solutions

Job description

Jobtailor is seeking a senior Service Delivery leader to act as the primary advocate for customers across Europe. You will build and maintain strategic relationships, lead critical escalations, and collaborate with commercial, product, operations, and technology teams to enhance CX and service performance.

You will drive retention, protect revenue, and identify opportunities for account growth while guiding service-transformation initiatives.