Customer Experience and Contract Manager (Zaventem, BE)

Parking Network BV; Town of Belgium (WI); Hybrid; USD 85,000 - 125,000; Full time

Benefits offered by this job

Strategic role

Autonomy in international org

Client collaboration

Training & development

Dynamic work environment

Competitive salary package

Sustainable client relationships

Job summary

ASSA ABLOY is seeking a Customer Experience & Contract Manager to unify customer success, contract governance, and commercial collaboration across the lifecycle. You will manage strategic client relationships, SLA performance, and contract renewals, driving service excellence and profitability in a global setting.

You will work with operations, sales, finance, and management, translate contractual terms into service delivery, analyze KPIs, and lead improvement projects.

Qualifications

• Bachelor's or Master's degree in Business Administration, Marketing, Law, Supply Chain Management, or equivalent through experience
• 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

Job description

Do you want to bring customer experience, contract management, and commercial collaboration together in one strategic role? As a Customer Experience & Contract Manager , you are responsible for managing customer relationships and contracts throughout the entire lifecycle. You ensure that contractual agreements are translated into excellent service and work closely with customers, operations, sales, and management to maximize customer satisfaction, retention, and profitability.

What you do as a Customer Experience & Contract Manager

• 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.

Who we are looking for

We are looking for a client-oriented professional who combines commercial insights with strong contract and stakeholder management skills.

Requirements:

• Bachelor's or Master's degree in Business Administration, Marketing, Law, Supply Chain Management, or equivalent through experience;
• 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.

What we offer

• A strategic role with a direct impact on customer satisfaction and commercial results;
• High autonomy and responsibility within an international organization;
• Collaboration with clients, operations, sales, finance, and management;
• Training and development opportunities within ASSA ABLOY;
• A dynamic work environment where continuous improvement is central;
• A competitive salary package supplemented with fringe benefits;
• The opportunity to help build sustainable client relationships and growth.

For questions about the position or the process, please contact Williams.felipe(at)assaabloy.com , Talent Acquisition Business Partner at ASSA ABLOY.

About ASSA ABLOY

ASSA ABLOY is the global market leader in access solutions. With innovative products and services, we create a safer and more open world. Our employees work together every day to offer customers the best possible experience and build lasting relationships.

Let's work together towards a safer and more open world.

Innovative solutions at the cutting edge, a dynamic and forward-thinking work environment, and diverse opportunities – welcome to the world of SKIDATA. Join our strong, international team now and help shape the future of modern access solutions with your creativity and expertise. When you join our SKIDATA team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 62,000 colleagues in more than 70 different countries.

Please note: This job description is translated from Dutch.