B2B Customer Operations

Position Summary: The primary objective of the B2B Customer Operations & Analytics Manager is to provide proactive and reactive high-quality service to GS1 Member Organisations on GS1 standards, services and solutions, with a primary focus on GS1 Services, Registries and Components.A key pillar of this position is driving analytics and reporting for the Customer Service department. This includes the maintenance and optimisation of Power BI dashboards, setup and review of analytics workflows, and continuous improvement efforts. These outputs directly inform customer service strategy by enabling data-driven decisions supported by analytics and AI insights.Building and cultivating relationships is essential, particularly with GS1 Global Office Subject Matter Experts, the Registries teams, GS1 Member Organisation Customer Service representatives and third-party support partners. Additional responsibilities include curating and expanding internal knowledge resources, such as FAQs and Knowledge Base content, actively participating in AI-powered projects to improve customer service operations, and creating engaging materials for customer service webinars, sessions and presentations. Responsibilities: Customer Service to GS1 MOsProvide high-quality and fast assistance and advice to Member Organisations on GS1 Standards, Services and Solutions by email and scheduled phone calls, with a primary focus on Services, GS1 Registries and ComponentsAssign priorities, troubleshoot and resolve inquiries on business and technical topics and make sure all inquiries are resolved within the established Service Level AgreementsWork in close collaboration with the GS1 Global Office customer service team, the offshore extended team and GS1 Subject Matter ExpertsProactively outreach to GS1 Member Organisations via multiple channels for strategic initiatives to facilitate their engagementUnderstand how GS1 Member Organisations use GS1 services and proactively engage with themParticipate in weekly and monthly review video calls to ensure that current issues are handled in a timely way and potential problems are preventedProvide proactive input to internal teams to ensure recurrent issues are correctly analysed and the root cause identifiedReview customer feedback and take action to fulfil the customer's needsCustomer Service Analytics and ReportingPrepare and distribute weekly and monthly reports that include customer request numbers, resolution times, service level agreements and customer feedbackSet up and improve reporting processes so the team can act faster and smarter: identify trends, recurrent issues and propose proactive solutionsOrganise meetings with Global Office Subject Matter Experts to review the reports, trends, recurrent issues and improvement opportunitiesMaintain and improve easy-to-use dashboards in Power BI to reach continuous improvement and operational excellenceExplore how AI can improve analytics, customer service performance and customer satisfactionMonitor the Customer Satisfaction Score to identify trends or concerns, share insights during team calls, and take actions to improve it based on feedbackReport key metrics, attention points and trends to the Director Member Organisation Engagement, Training and Customer Service, with a continuous improvement mindsetUse insights from data and AI to help the Customer Service team make better decisions, improve tools, and keep customers highly satisfiedFAQs and Knowledge BaseCreates and updates Frequently Asked Questions and Knowledge Base material in collaboration with GS1 Subject Matter ExpertsCollaborate with the GS1 Global Office Customer Service team on the annual FAQs review processProjects, sessions and meetingsParticipates in GS1 projects as a customer service representative with a primary focus on GS1 services, registries and components and seeks opportunities to improve the customer experienceActs as a backup for other Customer Service team membersCoordinates and facilitates workshops, conference calls, virtual and face-to-face meetings with GS1 Global Office and GS1 Member Organisation participantsCreates presentations, outlines, storyboards, videos for customer service meetings and sessions and supports the Director of MO Enablement, Training and Customer Service with this activityActively participates in GS1 events to present and promote customer service best practices and current projects by preparing and delivering customer service sessions in collaboration with the customer service team. Education/Experience: 8+ years of experience in customer service within technical services, with business acumenExperienced in onboarding, implementing, and troubleshooting SaaS systemsBachelor's degreeProven success in stakeholder engagement and relationship managementExperience working with globally distributed and diverse teamsDeep expertise in customer service analytics, including advanced proficiency in Power BI, dashboard creation, and reportingSkilled in leveraging AI tools like Microsoft Copilot to enhance service quality, automate tasks, and generate strategic insightsSolid understanding of customer service platforms, support workflows, and issue resolution best practicesExperience in preparing and delivering engaging meetings and sessions at global eventsExperience in designing impactful outlines and presentationsFamiliarity with the Agile frameworkKnowledge of Customer Service trends and industry best practices  Skills required: Fluency in English, oral and written, is mandatoryExceptional customer focusCollaborative and trustful attitudeAbility to effectively communicate with highly technical and non-technical people seamlesslyHigh level of written and verbal communication skillsAbility to build and maintain positive working relationships, internally at Global Office and externally with Member Organisations and third parties, in an international and multi-cultural environmentStakeholder management skillsPresentation skillsContinuous improvement mindsetExceptional analytical skillsProject management skillsTeam player with the ability to work autonomously and independentlyProactive and flexible mindsetWillingness to build and constantly develop expertise  Additional Information: This job may require up to 5% global travel.This is a hybrid role with a minimum of 4 - 8 days per month in our Brussels office.