Customer Relations Manager Benelux - Abbott Diabetes Care

At Abbott Diabetes Care, we are transforming the way people living with diabetes manage their health through innovative glucose monitoring solutions. We are looking for a Customer Relations Manager Benelux to lead customer service excellence across the region, ensuring high-quality operations, strong partner performance, and continuous improvement of the customer experience. Based in Hoofddorp, you will play a key role at the intersection of regional strategy, local execution, and external partner management.Your impact

In this role, you will:* Drive best-in-class customer experience for patients and healthcare professionals

• Ensure high-quality delivery from external customer service partners
• Enable efficient, scalable operations across Benelux
• Act as a key connector between EMEAP and local markets

Key responsibilities

Regional leadership & stakeholder management

• Act as Customer Service Subject Matter Expert (SME) for Benelux within EMEAP
• Serve as a key interface between regional teams and local markets
• Translate business needs into efficient operational solutions

Vendor management & operational oversight

• Manage and oversee third-party customer service providers (BPOs)
• Ensure performance against service levels, quality standards, and FTE plans
• Build and maintain strong, performance-driven partnerships

Continuous improvement & CX transformation

• Identify process and quality gaps and implement improvement plans
• Drive customer experience (CX) initiatives across the region
• Lead local and regional transformation projects

Key initiatives (examples)

• Roll-out of proactive outbound customer engagement
• Optimization of HCP support lines
• Enhanced complaint routing processes
• Transition of activities from shared service centers (e.g. Lisbon)
• Support for new solutions and innovations (e.g. AID)

Your profile

• Solid experience in Customer Service / Customer Operations / CX
• Proven track record in vendor/BPO management
• Experience in process improvement, transformation, or CX projects
• Ability to influence across multiple markets and stakeholders
• Strong analytical mindset and hands-on execution
• Fluent in English (Dutch and/or French is a strong plus)

Why join Abbott Diabetes Care?

• Make an impact in a fast-growing, meaningful healthcare environment
• Take ownership of regional and cross-functional topics
• Be part of a transformation journey in Customer Experience
• Work in a dynamic, international hub in Hoofddorp

Diversity & Inclusion

Abbott is an equal opportunity employer committed to employee diversity and inclusion.