Customer Service Director

This is a position within Keller Executive Search and not with one of its clients. As the Customer Service Director in Amsterdam, Netherlands, this senior role is accountable for shaping customer service strategy and delivering measurable outcomes across the business. The position partners closely with cross-functional leaders, drives operational excellence, and scales processes to support growth. Key Responsibilities: Set a clear multi-year strategy and translate it into quarterly plans with a focus on customer satisfaction, process efficiency, and cost reduction. Develop and maintain strong relationships with key stakeholders, including the executive team, customer service teams, and other departments. Collaborate with cross-functional teams to identify and prioritize initiatives that drive customer-centricity and business growth. Ensure the customer service strategy is aligned with the company's overall business objectives and is communicated effectively to all stakeholders. Develop and manage the customer service budget, ensuring effective allocation of resources to achieve strategic objectives. Monitor and report on key performance indicators (KPIs) to measure the effectiveness of the customer service strategy. Identify and address gaps in customer service processes and procedures, and implement improvements to enhance customer experience. Foster a culture of continuous improvement, recognizing and rewarding employees for their contributions to customer-centric initiatives. Develop and maintain a comprehensive understanding of the customer service landscape, staying up-to-date with industry trends, best practices, and emerging technologies. Provide thought leadership and guidance to the customer service team, ensuring they are equipped to deliver exceptional customer experiences. Ensure compliance with all relevant policies, procedures, and regulatory requirements. Develop and maintain a comprehensive understanding of the customer service landscape, staying up-to-date with industry trends, best practices, and emerging technologies. Provide thought leadership and guidance to the customer service team, ensuring they are equipped to deliver exceptional customer experiences. Ensure compliance with all relevant policies, procedures, and regulatory requirements. Key Requirements: Bachelor's degree in Business Administration, Marketing, or a related field. At least 5 years of experience in a customer-facing role, preferably in a leadership position. Strong understanding of customer service principles, practices, and best practices. Excellent communication, interpersonal, and leadership skills. Ability to work in a fast-paced environment and prioritize multiple tasks and projects. Strong analytical and problem-solving skills. Ability to develop and maintain strong relationships with key stakeholders. Ability to work independently and as part of a team. Ability to travel up to 20% of the time. Benefits: Keller Executive Search offers a competitive salary and benefits package, including a comprehensive health insurance plan, a 401(k) plan with company match, and generous paid time off. The company also offers a range of professional development opportunities, including training programs, conferences, and networking events. The company is an equal opportunity employer and welcomes applications from diverse candidates.