Partner & Performance Lead

The Role As our Partner & Performance Lead, you own the relationship with our external customer service partner, including the contractual and operational side. Reporting to our Care Lead, you make sure the partnership actually delivers: on quality, on efficiency, and on customer experience. You won’t just track numbers: you turn insights into decisions, decisions into actions, and actions into results. And you don’t back away from the difficult conversations to get there. In short: you make our service quality excellent, our processes and collaboration run smoothly, and our partner feel like part of the Viking clan. Sounds like a blast? Great. So, Your Main Responsibilities Would Be To… Own the Partner Relationship & Performance
• Own the contract:manage the contractual dimension of the partnership: SLA commitments, financial follow-up, and contract changes as our business evolves, and lead these discussions with confidence. When performance slips, you’re the one who calls it, escalates it, and decides what happens next.
• Own the relationship:be the primary point of contact for our external partner, fostering a transparent and strong partnership built on trust and mutual accountability.
• Be the bridge: represent our partner’s reality and voice internally, while championing our standards, vision, and culture towards the partner.
• Steer the rhythm:lead daily check-ins, weekly syncs, and monthly business reviews to monitor key metrics (Quality, Efficiency, Productivity, CSAT, SLA adherence).
• Turn data into action:monitor service KPIs, identify trends, and translate them into concrete improvement plans, together with our partner, and following through until they land.
• Stay close:visit our partner sites in Ghent and Meknes, Morocco (roughly quarterly) to keep alignment and personal connections strong. Elevate Internal Performance
• Challenge the status quo:track operational trends and constructively challenge our First Line, Workforce Management, and Operational Excellence leads to sharpen processes and service levels.
• Align priorities:ensure targets, forecasts, staffing, and operational goals are fully synced between teams.
• Close the loop:own escalations and recurring issues end-to-end, leaving no gaps in our processes.
• Feed the improvement cycle:turn operational signals into real improvements in our tools, content, and workflows together with your colleagues.
• Harmonize the customer journey:collaborate cross-functionally to make internal handovers completely seamless for customers.: work across teams so the customer never notices where internal handovers happen.

Your profile
Because you’re the one...
• Who has solid experience in Customer Operations, BPO/Vendor Management, or Performance Management, including the contractual side of a partnership.
• Who has a strong analytical mindset: you speak “data” fluently and know how to turn a spreadsheet into a decision.
• Who gets things done: you love a good analysis, but you’re at your best turning it into a finished result.
• Who communicates with impact and builds trust: you challenge constructively, combine rigor with empathy, and bring both internal teams and external partners along.
• Who is comfortable owning work that sits between teams, where support isn’t guaranteed — and getting it done anyway.
• Who calls the partner about a problem before the partner calls you.
• Who never brings a problem without a proposal, and has already thought about what it will cost and who has to agree.
• Who diplomatically delivers the messages nobody wants to hear — on both sides of the contract — and keeps things moving forward anyway.
• Who masters Dutch, English, and Frenchwell enough to switch between them without breaking a sweat.
• Who, after reading all this, says: “This is it“ In return, you get...
• A diversified job with real responsibility and full ownership of a partnership spanning 70 agents across two sites and handles the majority of all customer contact. The contract, the performance, and the relationship are yours.
• The possibility to make a difference while rocking an empowering role At Mobile Vikings, we work hard, but the right to disconnect is equally important.
• The chance to work in a cool office at least 2 days a week. Imagine walking into a space thoughtfully designed with modern aesthetics and vibrant colors — our offices are an extension of our culture.
• The best colleagues from around the world. We are a diverse group, and while our company language is English, we also speak in puns and memes ;-).
• Let’s not forget the delicious coffee accompanied by the (more than) occasional snacks.