Head of B2C Client Services – Onboarding & After‑Sales (BeNeLux)

About the role

We are partnering with a leading financial services group in the BeNeLux region to find a strategic leader for B2C client services. The role oversees the full customer lifecycle – from onboarding through after‑sales – and drives digital transformation, operational excellence, and team development.

Key responsibilities

• Lead a team of 60+ professionals, including team leaders, to deliver high‑quality B2C onboarding and after‑sales service.
• Define and execute the operational strategy for B2C client services, aligning with business goals and customer needs.
• Drive digital transformation by automating workflows, implementing data‑driven decision‑making, and enhancing customer journeys.
• Collaborate with Sales, IT, Risk, and Marketing to optimise end‑to‑end processes.
• Foster a culture of engagement and performance through talent development, clear KPIs, and operational excellence.
• Lead change management initiatives, guiding teams through organisational, technological, and cultural shifts.

Required profile

• 8+ years of experience in B2C operations, customer service or organisational development, preferably in financial services, fintech or credit operations.
• Proven leadership of large teams (50+ people) with a focus on strategy, performance and people development.
• Fluency in Dutch, French and English.
• Master’s degree or equivalent in Business, Operations, Finance or a related field.
• Strong analytical and problem‑solving abilities, with a data‑driven mindset.

Required skills

• Experience with CRM systems.
• Automation tools.
• AI‑driven customer service solutions.

What we offer

• Direct reporting to the COO BeNeLux with strategic impact.
• Opportunity to lead digital transformation in a fast‑growing financial group.
• Leadership of a high‑performing, multicultural team.
• Potential for career advancement in a results‑driven organisation.