Customer Service & Engagement Manager

Join Esri Belux, a leader in location-based solutions in Belgium and Luxembourg, and embark on a dynamic journey where proactive customer interaction and value creation are the driving forces behind our success. We are looking for a dynamic, strategic Customer Service & Engagement Manager to lead our customer service operations and drive added value for our customers. The mission of our customer service team is to deliver exceptional service and value regarding orders, licenses, renewals, and agreements, to cultivate trust and foster long-term relationships.

Driven to leverage the customer journey? If so, keep reading!

What will your day look like?

• Team Leadership and Development: Lead, mentor, and inspire a team of 3 customer service specialists, instilling a proactive, customer-centric and growth approach.
• Customer Engagement & Experience Management: Take the lead in shaping the customer journey by engaging directly with our clients and actively seek and identify opportunities to enhance value creation through existing customer interactions.
• Proactive Process Improvement: Develop and continuously refine customer service policies, procedures, and systems (e.g., Business Central/Salesforce) to optimize operational efficiency. You’ll work collaboratively with Sales, Marketing, Finance, and Esri Inc (US) ensuring and driving alignment.
• Performance Monitoring & Value Creation: Set and monitor KPIs for service performance, customer delight, and value creation. Your role will include driving proactive initiatives such as improving order handling, streamlining maintenance renewals, delivering proactive quotes and streamlining processes.
• Strategic Leadership & Planning: As a key strategic leader, your role is critical in shaping the future of customer-facing activities. You will play a proactive part in strategic and sales meetings, ensuring that the customer service function not only supports business growth but also drives it through innovative customer engagement and value-driven initiatives.

What is your story?

• 5+ years of experience in customer service, with at least 1-2 years in a management or supervisory role.
• Experience in managing, measuring and optimizing the customer journey, up-and cross sell and adding value through every interaction with customers.
• A solid understanding of customer service principles, practices, and software (e.g., Salesforce), and familiarity with KPI tracking and performance management.
• You like to learn, improve, assist, help and grow our customers by being in direct contact and amidst our customers.
• Strong leadership skills, fostering performance, growth, and team happiness.
• Fluency in English and either Dutch or French, with the ambition to become trilingual.

What do we offer?

• An exciting opportunity to make a meaningful impact in the world of GIS and location-based services, where customer interaction and innovation are key.
• Access to the Esri Academy traineeship program, offering continuous professional development.
• A dynamic, ambitious, and supportive work environment, with opportunities to grow.
• A comprehensive benefits package, including 32 days of leave, hospital and group insurance, a laptop, smartphone, meal vouchers, and more.
• Hybrid working model for flexibility and work-life balance.

Are you ready to take on this proactive, value-driven role?

Apply now at jobs@esribelux.com