Customer Service Delivery Manager (onsite in Belgium)

WorkNomads is seeking a Customer Service Delivery Manager to join our team, working onsite in Belgium.

Dare to have a mission:
- Prepare and lead weekly and monthly client meetings, ensuring structured communication and transparency.
- Serve as the main client contact, centralizing communication structures and streamlining requests.
- Lead and manage Team Coaches and the Technical Business Analyst to ensure alignment on priorities and deliverables.
- Collaborate with the Business Analyst to identify and address gaps in current reporting; write requests for and validate structured automatic reports.
- Provide structured weekly updates to the client, including key metrics and ongoing actions.
- Maintain an overview of ongoing projects, topics, and recurring tasks for full operational visibility.
- Develop and lead the strategic milestones roadmap, ensuring delivery in line with contractual and business objectives.
- Define and maintain KPIs and PIs, coordinating target values with the client to align with strategic goals.
- Track performance on key metrics and implement mitigation strategies when targets deviate; maintain transparent communication with the client on performance and corrective actions.
- Based on analytical reports, prioritize issues and initiatives according to expected impact and propose actionable insights to improve customer experience, sales, and service quality.
- Review the capacity plan regularly, ensuring accuracy and resource adequacy; identify and correct deficiencies proactively.
- Establish a quality compliance system to ensure agents receive consistent coaching and evaluations.


The tools in your backpack:
- Bachelor’s or Master’s degree in Business Administration, Management, or a related field
- Proven experience in customer service management, client relations, or account management
- Strong leadership and team management skills, including experience managing coaches and analysts
- Excellent communication and interpersonal abilities for managing clients and internal stakeholders
- Skilled in data analysis, performance tracking, and implementation of improvement strategies
- Experience in project management, process optimization, and strategic planning
- Strong problem-solving skills with the ability to prioritize by business impact
- Familiarity with reporting tools, data analytics, and structured reporting
- A proactive, customer-focused mindset with attention to quality assurance and service excellence
- Fluency in English, Dutch, and French

Our recipe for a great life:
- The opportunity to participate in our new nomadic economy, instead of watching it happen from the side-lines
- A personalized career development program
- An environment where your opinion matters, and you manage your own work-life balance
- International and dynamic workplace
- Competitive remuneration and social welfare package
- Team get-togethers and networking events are in our DNA!

= TOTAL(LY): amazing life & work with WorkNomads

About the docking station:
WorkNomads is a global employer for digital nomads, empowering people to live life their way, offering flexible co-living and remote and project-based jobs.

Interest piqued? Join us!
We celebrate the right of every human to be themselves and provide opportunities for global talent to shine.
Diversity, social equity, and inclusion are at the core of who we are. We’re breaking boundaries by designing a new nomadic economy — enabling people to do what they love, where they want.