Customer Relations Manager Benelux - Abbott Diabetes Care
Key Skills
Job Description
Your impact
- 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
Core Responsibilities
Lead customer service excellence across the Benelux region by managing external BPO partners and ensuring high-quality operations. Act as the primary interface between regional EMEAP strategy and local market execution to drive CX transformation.
Requirements
Requires solid experience in customer operations and a proven track record in vendor management and process improvement. Candidates must be fluent in English, with Dutch or French skills being a strong advantage.
About Abbott Laboratories
Industry: Hospitals and Health Care
Company size: 10,001+ employees
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritional and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and www.facebook.com/AbbottCareers, on Instagram @AbbottGlobal, and on X @AbbottNews. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. Terms of Use: https://www.abbott.com/social-media-terms-of-use.html Privacy Policy: https://abbo.tt/privacy