Senior Channel Manager – Customer Relations & AI Operations
Key Skills
Job Description
- Own tactical and operational relationships with vendors, outsourcing partners and internal stakeholders.
- Lead operational governance, business reviews and escalation handling.
- Be accountable for service delivery across Customer Service, Consumer Support, Back Office, Business Support and Outreach.
- Drive performance against SLAs, CSAT, productivity, cost and quality targets.
- Lead operational campaign setup, rollout, optimisation and post-campaign evaluation.
- Champion AI and automation use cases that improve efficiency, scalability and customer experience.
- Manage incidents, risks, compliance and data-quality topics with the relevant stakeholders.
- Support training needs, knowledge sharing and adoption of best practices across partner teams.
Profile
- Strong background in customer operations, channel management and stakeholder leadership.
- Commercially aware, hands-on and comfortable in a fast-moving environment.
- Proven track record in continuous improvement, change management and operational excellence.
- AI-minded, but grounded in execution and service ownership rather than pure analysis.
- Regularly visit contact center and outsourcing partner locations to review performance, strengthen partnerships, calibrate quality standards, and identify improvement opportunities.
Core Responsibilities
Manage tactical and operational relationships with vendors and internal stakeholders to ensure high-quality service delivery across customer support and back-office functions. Drive performance against SLAs and CSAT targets while championing AI and automation use cases to improve efficiency.
Requirements
Requires a strong background in customer operations and channel management with a proven track record in operational excellence and change management. Candidates must be AI-minded and comfortable working in a fast-paced environment with a hands-on approach to execution.
About Marktplaats BV
Industry: Technology, Information and Internet
Company size: 51-200 employees
Marktplaats is part of Adevinta, a leading online classifieds group and champion for sustainable commerce with a focus on Europe. Together, we are changing commerce. With an average of over 8 million unique visitors and around 350,000 new advertisements per day, Marktplaats is the largest online marketplace in the Netherlands for private and business sellers of second-hand and new products. There is something for everyone on Marktplaats. Four new ads are added every second. From furniture and clothing to cars and everyday products, it finds a second, third or even fourth life through Marktplaats. At Marktplaats, every deal makes a big difference. Every month we connect millions of buyers and sellers. In this way, users of Marktplaats jointly contribute to a world in which people share more and waste less.