Senior Customer Care Manager

Looking for a role where passion meets purpose? Let’s Go!

A dynamic and international workplace, with lots of opportunities to develop yourself.
Let's Go!

As the Senior Customer Care Manager at MediaMarkt Benelux, you will be responsible for leading and optimizing our customer care department, with a strong focus on customer satisfaction and driving operational efficiency. You will leverage your extensive experience in managing contact centers and second line teams, utilizing data and analytics to continuously refine workflows, and implementing process and cost optimization strategies to improve customer experience. Your goal will be to make customer care the best touchpoint in the customer journey and to ensure that we provide our customers with exceptional service.

Vendor Management & Operational Excellence

• Lead outsourced contact center partners and the internal second-line team to ensure smooth, efficient, and high-quality daily operations.
• Manage and improve SLAs, KPIs, and performance frameworks to secure strong and consistent service delivery.
• Hold regular governance meetings, performance reviews, and operational audits to drive accountability.
• Work closely with vendors to streamline workflows, solve bottlenecks, and maintain operational stability.
• Act as the main escalation point for major incidents, ensuring fast communication and effective service recovery.

Customer Experience & Quality Assurance

• Foster a culture of customer excellence across all internal and outsourced teams.
• Lead quality initiatives, strengthen QA frameworks, and drive continuous improvement across all touchpoints.
• Monitor satisfaction metrics (CSAT, NPS) and collaborate with teams to address root causes of issues.
• Ensure all interactions reflect our brand voice, tone, and commitment to exceptional customer care.
• Improve first-contact resolution, reduce customer effort, and optimize costs to enhance the end-to-end experience.

Strategy, Collaboration & Continuous Improvement

• Co-develop and execute the customer care strategy aligned with company goals and operational priorities.
• Lead, coach, and develop a team of 18 customer care professionals.
• Partner cross-functionally with Operations, IT, Marketing, and Sales to ensure seamless workflows and communication.
• Identify opportunities for automation, process simplification, and technology adoption to improve efficiency.
• Lead change-management initiatives to successfully embed new tools, systems, and policies.
• Strengthen collaboration and shared accountability between internal teams and vendor partners.

Reporting, Insights & Compliance

• Analyze vendor and second-line performance data to uncover trends, gaps, and improvement opportunities.
• Deliver clear, actionable performance and quality reports to senior management.
• Ensure vendors comply with contractual agreements, internal policies, and regulatory requirements.
• Oversee training and knowledge management to maintain consistent product and service expertise.

Your Profile

• Bachelor’s or Master’s degree in Business, Management, or related field.
• 5+ years in customer care or contact center management, including 3+ years in a leadership role.
• Strong experience in process improvement, analytics, and contact center operations.
• Excellent leadership, communication, and stakeholder management skills.
• Proficiency in Excel & PowerPoint; familiarity with CRM, IVR, chatbots, and automation tools.
• Fluency in English and Dutch (French is a plus).

What's in it for you?

• An, without exaggeration, amazing workplace on the 38th floor of De Rotterdam, overlooking the iconic Erasmus Bridge.
• Excellent employment conditions, with plenty of opportunities to grow and develop.
• The freedom and responsibility to shape your own role and bring your ideas to life in an environment where anything is possible.
• The chance to achieve outstanding results together as a team, because you simply love to win.
• At MediaMarkt, we’re bold. We’re entrepreneurs within the company, which means you’ll have the opportunity to grow quickly and develop yourself in many directions.
• In addition to an amazing workplace, you’ll also enjoy 30 vacation days, an attractive employee discount, company fitness and bike lease options, and discounts on various insurance products.

About Us

You are full of energy and truly come alive in a dynamic, sometimes chaotic environment. Variety and unexpected situations motivate you, and you believe that success is achieved together, even if that sometimes means putting your own plans on hold. Does this sound like you? Then you’re a perfect fit for MediaMarkt!

At MediaMarkt, everything is built around the “Let’s Go!” mentality: not just a slogan, but a way of working and thinking. We love technology and enjoy sharing this passion with others. We have fun in what we do and aim to inspire. As the number one in the Benelux and Europe, we help shape how people experience and use technology. We make a difference and are ready for our customers across all channels. Together with over 50,000 colleagues across Europe, we are building the retail experience of the future every day.