Customer & Operational Excellence Lead

Are you someone who gets energy from bringing structure to chaos? Who gives as much attention to people as to processes? Who sees customer experience not as a department, but as a responsibility? Then we want to talk to you. We are building something big in sustainable mobility. Fast-growing. International. Ambitious. And we are looking for a Customer & Operational Excellence Lead for the Benelux who will set the bar higher. In this role, you are the owner of everything that affects the customer. From pre-sales to guarantee, from logistics to leasing and new subscription models. You ensure it works. Not 'approximately'. But really well. You are ultimately responsible for critical links in the Benelux operations value chain. You design, implement, and improve processes that simultaneously strengthen customer experience and operational and financial efficiency. You monitor high-quality standards and use customer feedback as fuel for improvement. Recurring issues? You solve them structurally. You are the primary point of contact for leasing- and payment partners on an operational level. You work closely with local operations teams in Mechelen and Amsterdam, with the General Manager, and with product- and commercial teams. You are the bridge between product, UX, and operations for new features. You ensure that launches do not only go live but also really work for customers. You bring the customer's voice inside. Structured, clear, data-driven. And when it gets tough? Then you take ownership. You coordinate escalations and turn difficult moments into trust. You combine empathy with discipline. You are people-oriented and process-driven. You have a strong academic background (engineering, finance, business or similar) and at least 3 years of experience in Operations or B2C Customer Success/Support. You have experience leading customer-focused teams, preferably across multiple markets or brands. You speak fluent Dutch and English. French is nice to have. You think analytically. You look for root causes. You translate data into action. You communicate clearly and take people along with change. You feel at home in a fast-changing scale-up environment. Stronger still: you get energy from it. And yes, you are regularly present in Mechelen and Amsterdam. Because strong teams are also built face-to-face. Impact. You directly contribute to sustainable mobility by giving thousands of products a second life. Autonomy. You are the owner of your region and team. We give direction and resources. You build. Grow. You step into a hyper-growth phase in Europe. That means opportunities. Many opportunities.... Engineering, Business, Customer Success, User Experience, ROOT, People-oriented, Build, English language, French, Quality control, Operations, Dutch, Finance, Leasing