Head of Operations

Il y a 7 mois

Wavre, Belgique VELUX Group Temps plein

Your challenges

At our office in Wavre, you will be heading Operations Belgium where you will be responsible for the management and strategic development of our Customer Interaction Centre, After Sales Service (consisting of Field Service) and Technical & Remote Service.

Your primary job will be to ensure the delivery of exceptional service to our customers while driving operational excellence across the organization. The role reports directly to the Regional Head of Operations - Region Southwest Europe (France, Iberia, Italy, Belgium and the Netherlands) and is part of a cross-country leadership team.


Especially, you will :

Manage and develop Customer Service, Operations Support and After Sales Service for optimal customer centricity and service, in a balanced way with Belgium market needs, and regional guidelines

Promote your activity performance internally and externally

Lead the department heads, ensuring efficient operations and high-performance teams

Monitor and secure KPI’s for the departments

Estimate the budget and follow-up

Optimize processes using best practices and drive customer-centricity

Develop annual plans and goal-oriented reporting for the entire area of Operations

Stay updated on market trends to adjust service offerings accordingly

Expand your professional network and contribute to international projects within the VELUX Group

Your qualifications

As a person, you are characterized by your excitement about people, sales and you have high-quality standards when it comes to customer service, after sales service and experience. By utilizing your strong communication skills and ability to involve, listen, understand, and level yourself with your employees, you successfully tap into their needs and know how to use this insight in motivating. All the while ensuring that they continue to have the personal and professional development journeys they desire in the VELUX Group.

You thrive taking the lead and with your natural skills of building working relationships you quickly establish rapport with people, and your demeanor instills trust and confidence. You actively guide the way, but you understand that to succeed, you must be a strong listener too.

With your structured approach and analytical mind-set, you efficiently plan and prioritize resources and spot optimization potentials in work processes just as well as in team development. Meeting deadlines and delivering what has been agreed to is of paramount importance to you.

Furthermore, you :

Bring some years of experience in leading and developing a customer service and/or After sales team and know how to motivate and empower team members to take ownership

Preferably have a knowledge of building industry

Have strong leadership, communication, and interpersonal skills

Are curious, analytical thinking, problem solving and decision making

Have solid IT-skills and experience in CRM-systems/ERP/Reporting tools/MSOffice

Speak and write French, Dutch and English at a professional level

Your opportunity

We offer a multitude of further development opportunities and the ability to grow and learn from experienced colleagues. In order to be truly relevant in the future, we believe that continuous growth and development on a personal level is important, why you will also be offered to participate in development focused initiatives in a feedback oriented environment.

Finally, we have an attractive compensation and benefits packages for the right individual.

Nice working environment in freshly renovated offices bathed in fresh air and light

Free coffee, tea, fresh organic fruit, soft drinks, snacks, etc.

Hybrid working arrangement (office/home office) + homeworking allowance

Discounts on Velux products for you and your family

Meal vouchers

Eco cheques

Full health and hospitalisation insurance for the whole family

Pension group insurance

Company car

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