Head of Customer Operations BtB

  • Retail
  • Brussel, Belgium

Head of Customer Operations BtB

Job description

Mission

As the number one challenger on the energy market, Luminus’ ambition is to be the preferred energy partner of our BtB Customers. With a market share of around 25%, Luminus offers a complete range of commodity & energy service solutions to help our customer to decrease their invoice & carbon footprint.

As part of the BtB Management Team, the Senior Manager Customer Operations BtB is the ultimate responsible to offer a distinctive excellent Customer Service (offering & contracting support, service, invoicing, and collections) for the complete BtB customers portfolio of Luminus (from small SME’s to large industrial customers and public entities) and through different channels (phone, online,…).


Responsibilities

  • You are responsible for the entire Customer Operations Team (+/- 40 FTE) including management of a 4 direct reports. Your teams are mainly based in Hasselt but partly in Liège & Brussels as well.
  • Together with your team & the BtB Management Team, you will define & implement the vision and strategy to deliver best in class Customer Experience (offering & contracting support, servicing, invoicing, and collection). Increasing & developing self-service possibilities and ensure the right balance between digital help and human touch will be key drivers for the future.
  • You are in charge of translating this strategy in to concrete implementation & action plan for the defined customer segments (strategic, business & public accounts), including the needed resources (people, process & systems), quality measures, customers SLA and budget.
  • You define/implement/lead the organization to deliver the plan and follow-up/steer of the costs against budget.
  • You like to monitor process & departmental efficiency and steer the organization based upon clear KPI’s. Continuously propose & implement improvements to increase quality, efficiency and productivity of different key processes is your nature.
  • You are responsible for the flawless invoicing of all BtB customers (total turnover above 1BN€) and collect the money accordingly. You are familiar with dunning processes & initiatives to improve BtB & Luminus cash position.


Requirements

Background & Experience

  • You have a university degree, preferably in economics or management or equivalent by experience
  • You master three languages: French, Dutch, English.
  • You have 10 years of professional experience in a comparable position
  • You are passionate, qualified/experienced in improving quality/efficiency of customer service processes and have strong analytical skills.
  • You are a team player with strong interpersonal and communication skills.
  • You have strong leadership style and know how to motivate others working for and with you


Skills

  • Ability to conceptualize
  • Ability to decide
  • Ability to manage a business
  • Ability to coach and to develop the others
  • Ability to lead teams
  • Ability to influence