Customer Relations Manager Benelux - Abbott Diabetes Care

Job Description:

JOB DESCRIPTION:

At Abbott Diabetes Care, we are transforming the way people living with diabetes manage their health through innovative glucose monitoring solutions.
We are looking for a Customer Relations Manager Benelux to lead customer service excellence across the region, ensuring high-quality operations, strong partner performance, and continuous improvement of the customer experience.

Based in Hoofddorp, you will play a key role at the intersection of regional strategy, local execution, and external partner management.

Your impact

In this role, you will:
* Drive best-in-class customer experience for patients and healthcare professionals
* Ensure high-quality delivery from external customer service partners
* Enable efficient, scalable operations across Benelux
* Act as a key connector between EMEAP and local markets

Key responsibilities

🔹 Regional leadership & stakeholder management

* Act as Customer Service Subject Matter Expert (SME) for Benelux within EMEAP
* Serve as a key interface between regional teams and local markets
* Translate business needs into efficient operational solutions

🔹 Vendor management & operational oversight

* Manage and oversee third-party customer service providers (BPOs)
* Ensure performance against service levels, quality standards, and FTE plans
* Build and maintain strong, performance-driven partnerships

🔹 Continuous improvement & CX transformation

* Identify process and quality gaps and implement improvement plans
* Drive customer experience (CX) initiatives across the region
* Lead local and regional transformation projects

🔹 Key initiatives (examples)

* Roll-out of proactive outbound customer engagement
* Optimization of HCP support lines
* Enhanced complaint routing processes
* Transition of activities from shared service centers (e.g. Lisbon)
* Support for new solutions and innovations (e.g. AID)

Your profile

* Solid experience in Customer Service / Customer Operations / CX
* Proven track record in vendor/BPO management
* Experience in process improvement, transformation, or CX projects
* Ability to influence across multiple markets and stakeholders
* Strong analytical mindset and hands-on execution
* Fluent in English (Dutch and/or French is a strong plus)

Why join Abbott Diabetes Care?

* Make an impact in a fast-growing, meaningful healthcare environment
* Take ownership of regional and cross-functional topics
* Be part of a transformation journey in Customer Experience
* Work in a dynamic, international hub in Hoofddorp

Diversity & Inclusion

Abbott is an equal opportunity employer committed to employee diversity and inclusion.

The base pay for this position is N/A
In specific locations, the pay range may vary from the range posted.

JOB FAMILY:
Customer Service

DIVISION:
ADC Diabetes Care

LOCATION:
Netherlands > Hoofddorp : Wegalaan 9

ADDITIONAL LOCATIONS:

WORK SHIFT:
Standard

TRAVEL:
Yes, 15 % of the Time

MEDICAL SURVEILLANCE:
Not Applicable

SIGNIFICANT WORK ACTIVITIES:
Not Applicable