Abbott

Makes heart devices, glucose sensors and lab tests

Customer Relations Manager Benelux

Customer ExperienceConfirmed live in the last 24 hours

Full-timeNetherlandsNo salary listed

About the Job

Requirements

Solid experience in Customer Service, Customer Operations, or Customer Experience.
A proven track record in vendor or business process outsourcing management.
Experience in process improvement, transformation, or customer experience projects.
Ability to influence across multiple markets and stakeholders.
Strong analytical mindset and hands-on execution.
Fluency in English.

Responsibilities

Drive 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.
Act as the Customer Service Subject Matter Expert for Benelux within EMEAP.
Serve as a key interface between regional teams and local markets.
Translate business needs into efficient operational solutions.
Manage and oversee third-party customer service providers.
Ensure performance against service levels, quality standards, and full-time-equivalent plans.
Build and maintain strong, performance-driven partnerships.
Identify process and quality gaps and implement improvement plans.
Drive customer experience initiatives across the region.
Lead local and regional transformation projects.
Roll out proactive outbound customer engagement.
Optimize healthcare professional support lines.
Enhance complaint routing processes.
Transition activities from shared service centers, such as Lisbon.
Support new solutions and innovations, such as automated insulin delivery.

Desired Qualifications

Dutch and/or French language skills are a strong plus.

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

About the Company

Abbott

Makes heart devices, glucose sensors and lab tests

Abbott makes medical devices, diagnostic tests, nutrition products and branded generic drugs for hospitals, laboratories, pharmacies and patients. Its best-known product is the FreeStyle Libre, a coin-sized sensor worn on the upper arm that tracks blood sugar around the clock without routine finger pricks. Its other lines run from heart valves, pacemakers and brain stimulators to lab analyzers, rapid tests and mail-in colon cancer screening kits, and Abbott earns money by selling these products to health systems, labs, retailers and consumers. The company was founded in 1888 by Chicago physician Wallace Abbott and is based in Abbott Park, Illinois.

Company size: 10,001+
Company stage: IPO
Headquarters: Abbott Park, IL
Founded: 1888

Recently Posted Jobs

Explore more opportunities at Abbott

See more jobs