Global Customer Complaints & Compliance Lead

Jobgether; Netherlands; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Global impact

Senior leadership

Cross-functional collaboration

Job summary

Jobgether on behalf of a partner company is seeking a Customer Complaints Senior Manager based in the Netherlands. This leadership role oversees a global customer complaints program across multiple jurisdictions, ensuring governance, regulatory alignment, and strong customer outcomes.

The role combines second-line oversight, quality assurance, conduct-risk analysis, regulatory response coordination, and executive reporting, working with Compliance, Legal, Customer Support, Product, Operations,

Qualifications

• Significant experience in regulatory compliance, conduct risk, and customer complaints oversight.
• Ability to coordinate responses to regulators and complex inquiries.
• Proven capability to drive root-cause analysis and systemic remediation.
• Strong governance, reporting, and executive communication skills.

Responsibilities

• Own and develop the global customer complaints program with standard processes for identification, investigation, resolution, and closure.
• Coordinate regulatory inquiries and information requests with Legal and local Compliance teams.
• Gather cross-functional information and prepare defensible written regulatory responses.
• Lead second-line oversight, QA, and risk-based testing of complaint handling.
• Analyze trends in complaint data to identify systemic risks and remediation needs.
• Maintain governance and databases for complaints, SLAs, escalation thresholds, and documentation.

Skills

Regulatory compliance oversight

Conduct risk

Customer outcomes

Analytical thinking

Cross-functional leadership

Education

CAMS / CFE / CRCM / CCEP/CCEP-I / ICA qualifications

Job description

Jobgether on behalf of a partner company is seeking a Customer Complaints Senior Manager based in the Netherlands. This leadership role oversees a global customer complaints program across multiple jurisdictions, ensuring governance, regulatory alignment, and strong customer outcomes.

The role combines second-line oversight, quality assurance, conduct-risk analysis, regulatory response coordination, and executive reporting, working with Compliance, Legal, Customer Support, Product, Operations,