Strategic Customer Experience & Contract Manager

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

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.