Customer Relations Manager Benelux - Abbott Diabetes Care

JOB DESCRIPTION:

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.

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Customer Service

DIVISION:

ADC Diabetes Care

LOCATION:

Netherlands > Hoofddorp : Wegalaan 9

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 15 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable