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Head of Customer Operations
Il y a 12 minutes
At Immoweb, Customer Operations is a key lever for scalable growth and customer experience. As Head of Customer Operations, you own and transform our end-to-end customer operating model across the full customer lifecycle. This role is designed for a senior, process-driven leader with a strong passion for automation, AI-enabled workflows and scalable operating models. Your mission is to design, optimise and industrialise customer operations with a clear focus on efficiency, customer autonomy and digital-first execution, while ensuring a high-quality human service experience where it truly adds value. As a member of the Sales Management Team, you contribute to Immoweb’s commercial strategy and play a critical role in delivering our overall business strategy. Key responsibilities End-to-End Customer Operations Ownership - Own, design and continuously improve all customer-facing operational processes across the full customer lifecycle - Analyse and redesign processes with a strong process-engineering mindset, identifying friction points, manual steps and scalability risks - Ensure operational excellence in terms of efficiency, quality and scalability Automation, AI & Digital Transformation - Drive automation and AI adoption across Customer Operations, identifying and implementing high-impact use cases (e.g. triage, routing, quality control, insights, agent enablement, self-service) - Lead the introduction of AI-enabled workflows within Customer Operations and the Qualified Seller Appointment (QSA) team - Challenge existing processes and replace manual work with scalable, digital and future-proof solutions Customer Autonomy & Self-Service - Design and scale self-service customer journeys that increase customer autonomy while reducing operational load - Work closely with Product and Tech teams to build, improve and roll out self-service functionalities for our core customer segments (mainly mid-size real estate agents) - Drive adoption, usage and take-rate of self-service solutions through clear process design, communication and performance tracking Outsourcing & Partner Management - Design and operate a smart triage and routing model balancing automation, external partners and internal teams - Oversee and optimise outsourced partner performance across quality, SLAs, cost and customer satisfaction - Define and manage robust SLAs, escalation paths and accountability frameworks - Use data and insights to proactively identify trends, bottlenecks and improvement opportunities Data-Driven Operations & Continuous Improvement - Define, monitor and analyse operational KPIs to steer performance and continuous improvement - Translate insights into concrete process improvements and automation initiatives - Foster a culture of continuous improvement, experimentation and learning within Customer Operations Cross-Functional Collaboration & Change Leadership - Collaborate closely with Sales, Customer Excellence, Product, Tech, Analytics and other stakeholders to ensure aligned and scalable customer processes - Lead change initiatives related to new tools, processes and digital workflows, ensuring strong adoption and team buy-in - Act as a transformation leader who translates strategy into hands-on operational execution - Significant experience in customer operations, service environments or operational leadership roles - Strong expertise in process optimisation, automation and operating model design - Proven track record in implementing digital tools and AI-driven solutions - Experience managing outsourced partners and complex operational ecosystems - Strong analytical and structured mindset; confident working with data, KPIs and performance metrics - Excellent stakeholder management and communication skills across senior leadership levels - Ability to combine strategic thinking with hands-on operational execution - Comfortable leading transformation, change and adoption of new ways of working Why join Immoweb? - Own and shape a strategic, high-impact function with clear end-to-end responsibility - Drive real transformation at the intersection of operations, technology and AI - Work closely with senior leadership and influence the company’s long-term growth strategy - Opportunity to build scalable customer operations that support Immoweb’s strategy within a leading digital marketplace. What we offer - A professional, collaborative and stimulating work environment within a leading digital platform - Competitive compensation package aligned with senior leadership scope, including variable remuneration and comprehensive benefits - Flexible working setup with remote work options and flexible working hours to support work-life balance - Strong focus on personal and professional development, including access to training and learning opportunities - A people-first culture with well-being initiatives, team events and an open, supportive working atmosphere - A company with a strong sense of social responsibility, actively engaged in sustainability, inclusion, accessibility and charity initiatives At AVIV, we are an equal opportunities employer and an organisation where everyone is welcomed to be their authentic selves. We strongly encourage individuals with visible and non visible disabilities, all educational backgrounds, people from minority backgrounds, those from the LGBTQIA+ community and parents and carers to apply. If you need reasonable adjustments at any point in the application or interview process, or wish to discuss part time or flexible working requirements, please let us know.In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc). Our ambition is to be the leading Employer in PropTech across Europe and this is a pivotal time to join us and unlock your perfect job Join one of the world’s largest and most innovative digital real estate tech companies. Backed by global investment leaders KKR and CPP Investments, AVIV Group is redefining how people buy, sell, rent, and value property across Europe and the Middle East. With a strong presence in France, Germany, Belgium, and Israel, we’re behind some of the region’s most iconic digital real estate platforms — including SeLoger , immowelt , Immoweb , Meilleurs Agents (France’s leading property valuation platform), Yad2 (Israel’s #1 classifieds site), and Homeday, one of Germany’s fastest-growing proptechs. Our mission? To simplify life’s most valuable transactions. We bring together data, technology, and human insight to empower millions of people to unlock their perfect placeJoin us in shaping the future of real estate.
