Head of Customer Care

Career at Damen

Are you a pragmatic leader who thrives on improving processes and empowering others? Do you combine strategic thinking with operational excellence and a deep understanding of service delivery? If so, we have an exciting opportunity for you!

About us

Damen Yachting is a prominent name in the luxury yacht industry with more than 500 employees based in the Netherlands and Poland. We are part of the Damen Shipyards Group with more than 12,000 professionals globally.

Your role

As Head Customer Care, you are responsible for the planning, coaching, development, evaluation, and deployment of our Field Service Engineers. You ensure that the department meets its quality standards and delivery reliability. Additionally, you facilitate the timely availability of essential resources such as tools, training, and personal protective equipment, enabling our engineers to perform their work effectively.

You report both hierarchically and functionally to the Director Sales.

Key Accountabilities

• Lead the Customer Care team and ensure optimal staffing within the department.
• Coach and develop team members, coordinate training programs, and conduct performance reviews.
• Evaluate and update job profiles periodically for team members.
• Assess and plan the deployment of Field Service Engineers based on availability and individual strengths.
• Monitor the quality of work performed and follow up on feedback from engineers and project managers.
• Track project status and intervene when necessary to ensure progress and delivery.
• Ensure the availability of required tools and materials for field operations.
• Initiate and follow up on improvement proposals at both tactical and strategic levels.
• Maintain relationship and communicate on owners/owners team level.
• Responsible for managing the more complex files within the department.

Skills and experience

• Bachelor’s or Master’s level of working and thinking.
• At least 8 years of relevant work experience, preferably in shipbuilding and planning.
• Proven leadership skills and experience in coaching and team development.
• Pragmatic, persuasive, and strong in coordination.
• Excellent communication skills in both Dutch and English, spoken and written.
• Experience in process improvement and operational team management.

What we offer

At Damen Yachting, we value our people and support your professional and personal development. We offer:

• Competitive salary and 8% holiday allowance.
• 27 vacation days and 13 additional days off (ADV).
• Profit-sharing based on company results.
• Hybrid working policy and additional benefits such as a bicycle plan.