Head of Customer Services

As Head of Customer Services, you will lead an international Customer Services organization across multiple locations. You drive operational excellence, empower Team Leads, and ensure a consistent, high-quality customer experience across all markets.

You combine strategic thinking with a pragmatic, hands-on approach. You know how to quickly assess situations, set clear priorities, and translate change into measurable improvements. In this role, you play a key part in strengthening current performance while shaping the future of Customer Services.

Start Date: September 2026
Travel: Occasional travel to our offices in Denmark and France

Key Responsibilities

In this role, you are responsible for delivering performance, stability, and continuous improvement across an international Customer Services organization. You lead teams across four core domains: Customer Care, Escalation/Aftercare, Holiday Services/Digital Guides, and Process Improvement & Learning & Development.

Your teams are based in Rotterdam (±80 FTE), Denmark (±25 FTE), and France (±10 FTE).

Operational leadership & performance

• Lead Customer Services in a dynamic, high-volume environment
• Drive performance through clear steering on SLA, volumes, backlog, quality, and CSAT
• Take ownership of escalations, major incidents, and operational risks

People & change management

• Coach and develop Team Leads within an evolving organization
• Strengthen engagement and build a strong “One Team” mindset across countries and functions
• Create clarity in roles, ownership, and decision-making

Workforce management & planning

• Ensure strong governance on forecasting, staffing, and planning across regions
• Improve forecast accuracy and optimize workforce efficiency
• Drive further standardization and centralization of WFM practices

Strategy & transformation

• Contribute to the Customer Care strategy and roadmap for 2027 and beyond
• Drive cost-to-serve improvements and operational efficiencies
• Lead centralization and AI-enabled improvements across customer journeys and operations
• Maintain momentum on key programs such as offshore, digitalization, and knowledge management

Vendor & partner management

• Own relationships with key partners (e.g. Cygnific, Freshworks)
• Ensure delivery against SLAs, performance targets, and roadmap commitments
• Drive accountability and continuous improvement
• Lead vendor evaluation for future CCaaS / omnichannel / AI setups

Reporting & governance

• Translate performance data into clear insights and actionable improvements
• Ensure alignment between forecasts, staffing, and budgets
• Provide visibility on both operational and financial performance
• Identify risks and drive timely corrective actions

What you bring

• Proven experience leading large, international Customer Services or Contact Center operations in a multi-market environment
• Strong B2C background, with ownership of customer experience, performance, and commercial impact
• A clear and empowering leadership style: you set direction, drive accountability, and build high-performing teams
• Ability to lead through change and complexity, translating strategy into concrete, measurable results
• Strong understanding of how to steer performance in a contact center environment
• Solid stakeholder and vendor management skills, with the ability to challenge and influence at different levels
• Hands-on approach with a strong connection to day-to-day operations
• Affinity with travel, leisure, or e-commerce is a plus
• Fluent in English; Dutch is an advantage

About Sunweb Group

Sunweb Group is one of Europe’s largest online travel agencies, sending over 1.3 million holidaymakers annually to destinations across eight international markets through its brands Sunweb and Eliza Was Here. With a team of 600 colleagues and operational hubs in Rotterdam, Girona, Paris, Copenhagen, Stockholm, Antwerp, Chambéry, and Zurich, the company delivers high-quality holiday experiences at competitive prices.

Why join

• Enjoy up to 20% off when booking with our brands for you, your family, and your friends.
• As an international company we support a hybrid way of working. We provide you with office furniture and IT equipment.
• We enjoy the journey so enjoy 25 holidays based on fulltime employment.
• Access to a personalized Reflect & Develop Plan to support your career growth.
• Benefit from coaching sessions designed to support your well-being.
• Receive work-from-home and travel allowances to ease your daily routine.