Job Quality

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GrootBijgaarden, Flanders, Belgique Shurgard Self Storage Temps plein

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Quality & Customer Experience Manager

Contact Center in Groot-Bijgaarden, Belgium APPLY NOW

LET'S TALK ABOUT THE JOB

LET’S TALK ABOUT THE JOB
At Shurgard, we believe every interaction is an opportunity to deliver peace of mind. As our Quality & Customer Experience (CX) Manager, you will drive our service strategy across all seven European markets. Reporting directly to the Call Channel Sales & Service Operations Director, you will bridge the gap between direct customer feedback and operational excellence.

Your mission will be two-fold: ensuring our external sales partner delivers flawless sales call quality, while simultaneously auditing and elevating the quality of service and retention calls handled directly across our vast network of stores.

LET’S TALK ABOUT YOUR RESPONSIBILITIES

You oversee and audit the call quality of our external sales partner, ensuring they meet Shurgard’s high standards for sales conversion and customer care. You lead regular calibration sessions with external sales partner teams and QA analysts to standardize scoring metrics and align on what “excellent” looks like. You establish swift, actionable feedback loops to address performance dips and reward top-tier service delivery. You monitor and evaluate the quality of service and retention calls & customer visits across all seven Shurgard retail markets. You design, launch, and manage a best-in-class mystery shopping program across all regions to identify service gaps, benchmark performance, and enforce a unified, uniform way of working across every single market. You ensure that store teams are adhering to service protocols, handling objections effectively, and maximizing customer retention opportunities. You analyze and map every stage of the customer journey across channels to eliminate friction points and streamline the rental experience. You partner with regional training managers to translate QA insights into impactful coaching modules for both external sales partner team and store staff. You track, analyze, and report on core CX metrics, including CSAT (Customer Satisfaction), NPS (Net Promoter Score), and operational KPIs. You translate raw data and customer feedback into clear, actionable reports for the Call Channel Sales & Service Operations Director and other key stakeholders.

LET’S TALK ABOUT YOUR SKILLS

You show highly proficient analytical thinking in interpreting complex call data, managing operational metrics, and using data to tell a story. You demonstrate empathy and advocacy, with a deep understanding of customer psychology and the ability to diagnose customer frustrations and passionately advocate for solutions. You are adept at building dashboards, manipulating data sets, and transforming complex QA and mystery shopping results into visually compelling executive presentations.

LET'S TALK ABOUT YOU

LET’S TALK ABOUT YOUR PROFILE

You act with cross-cultural communication skills, with French and/or Dutch and excellent English communication skills (written and verbal), and the cultural agility to influence teams across 7 diverse European markets. Fluency in additional European languages is a strong plus. You show strong technical literacy, with experience leveraging call monitoring tools. You demonstrate advanced MS Office and Power BI proficiency, with expert-level skills in Microsoft Office—particularly PowerPoint and Excel—and a strong ability to work in Power BI. You hold a bachelor’s degree and 3–5 years of relevant experience. You are open to regular travel (around 20%) across our European markets to support business needs.

And colleagues? Well, they are very important to you too. You like sharing and collaborating. You want to contribute to a fun and constructive work climate. And needless to say, you love to learn and to develop your knowledge and skills.

LET'S TALK ABOUT OUR OFFER

Join Europe's leading self storage provider and grow your career with us.
At Shurgard, you'll become part of a collaborative, forward thinking team where your contribution truly matters. We offer a competitive salary complemented by a broad range of extra legal benefits—because exceptional work deserves to be rewarded.

Important: This position does not come with employer sponsored visa support. Candidates must already have valid authorization to work in Belgium at the time of hiring and must continue to meet this requirement throughout their employment.
Due to the nature of the role, we are giving priority to applicants who are currently living in Belgium.

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