(T) Manager Customer Care, Quality & Performance Management
Foot Locker · Utrecht
Overview(This is a temporary 6-month role)
The Customer Care, Quality & Performance Manager is responsible for leading the Quality Assurance and Performance Management function within Customer Care EMEA. The role ensures consistent service quality, operational effectiveness, and continuous improvement across internal teams and external contact center partners.
Through the analysis of customer insights, quality outcomes, and operational performance, the manager identifies opportunities to improve customer experience, increase efficiency, and drive business results. The role serves as a key partner in shaping customer care processes, quality standards, and performance frameworks while ensuring alignment with broader business objectives.
The manager is responsible for leading and developing the Performance Management & Quality team, as well as overseeing quality and performance governance with the external contact center partner. While the team supports escalations and complex customer cases, the primary focus of the role is on quality leadership, performance optimization, vendor management, and driving sustainable service improvements.
Responsibilities
- Lead, coach and develop the Performance Management & Quality team, fostering a culture of accountability, continuous improvement, and customer-centricity.
- Own and continuously enhance the Customer Care Quality Assurance framework, ensuring consistent quality standards, evaluation methodologies, and governance across all customer contact channels.
- Monitor, analyze, and report on customer service performance, quality metrics, and customer experience outcomes, providing actionable insights and recommendations to leadership.
- Drive continuous improvement initiatives by identifying operational inefficiencies, customer pain points, and process improvement opportunities through quality reviews, performance data, and customer feedback.
- Partner with internal stakeholders to implement sustainable improvements that enhance customer experience, operational effectiveness, and business performance.
- Own key Customer Care processes and governance frameworks, ensuring documentation, standards, and ways of working remain current, effective, and aligned across teams.
- Manage the quality and performance relationship with the external contact center partner, ensuring delivery against agreed service levels, quality standards, and business objectives.
- Lead regular business reviews, calibration sessions, and performance discussions with external partners, driving accountability, and continuous improvement.
- Oversee the governance, reporting, and root cause analysis of customer escalations and complaints, ensuring trends are identified and addressed through process and service improvements.
- Act as the primary point of contact for the Performance Management & Quality function, representing Customer Care in cross-functional initiatives.
Qualifications
- Bachelor's degree or equivalent combination of education and professional experience.
- 5+ years of experience in Customer Service, Quality Assurance, Performance Management, or Continuous Improvement roles.
- Strong understanding of contact centre operations, quality assurance methodologies, and customer service KPIs.
- Proven experience leading, coaching, and developing high-performing teams.
- Strong analytical skills with the ability to translate data, customer insights, and performance trends into actionable business improvements.
- Experience implementing process improvement initiatives and driving change in a fast-paced environment.
- Experience managing outsourced service partners and influencing stakeholders across multiple functions and levels.
- Customer-centric mindset with a passion for improving customer experiences and removing customer pain points through continuous improvement.
- Excellent communication, relationship-building, and stakeholder management skills, with the ability to influence without direct authority.
- Strong business acumen with the ability to balance customer experience, operational efficiency, and commercial objectives when making decisions.
Benefits
- Recognition, inclusion and belonging in a diverse environment
- 25 holidays and flexible working (hybrid position, in office ~2 days p/w)
- Employee Discount on in-store and online products
- Casual Sneaker Culture
- Learning & Health/Wellbeing programs
- Career development and growth in an ambitious international team
- Travel reimbursement
- Access to premium wellness apps
- Bike plan and contribution to gym subscription
- Pension Plan
- Discounted Collective Health plans
- Activities organized by our Social Committee
#LI-RD1
- Lead, coach and develop the Performance Management & Quality team, fostering a culture of accountability, continuous improvement, and customer-centricity.
- Own and continuously enhance the Customer Care Quality Assurance framework, ensuring consistent quality standards, evaluation methodologies, and governance across all customer contact channels.
- Monitor, analyze, and report on customer service performance, quality metrics, and customer experience outcomes, providing actionable insights and recommendations to leadership.
- Drive continuous improvement initiatives by identifying operational inefficiencies, customer pain points, and process improvement opportunities through quality reviews, performance data, and customer feedback.
- Partner with internal stakeholders to implement sustainable improvements that enhance customer experience, operational effectiveness, and business performance.
- Own key Customer Care processes and governance frameworks, ensuring documentation, standards, and ways of working remain current, effective, and aligned across teams.
- Manage the quality and performance relationship with the external contact center partner, ensuring delivery against agreed service levels, quality standards, and business objectives.
- Lead regular business reviews, calibration sessions, and performance discussions with external partners, driving accountability, and continuous improvement.
- Oversee the governance, reporting, and root cause analysis of customer escalations and complaints, ensuring trends are identified and addressed through process and service improvements.
- Act as the primary point of contact for the Performance Management & Quality function, representing Customer Care in cross-functional initiatives.
- Bachelor's degree or equivalent combination of education and professional experience.
- 5+ years of experience in Customer Service, Quality Assurance, Performance Management, or Continuous Improvement roles.
- Strong understanding of contact centre operations, quality assurance methodologies, and customer service KPIs.
- Proven experience leading, coaching, and developing high-performing teams.
- Strong analytical skills with the ability to translate data, customer insights, and performance trends into actionable business improvements.
- Experience implementing process improvement initiatives and driving change in a fast-paced environment.
- Experience managing outsourced service partners and influencing stakeholders across multiple functions and levels.
- Customer-centric mindset with a passion for improving customer experiences and removing customer pain points through continuous improvement.
- Excellent communication, relationship-building, and stakeholder management skills, with the ability to influence without direct authority.
- Strong business acumen with the ability to balance customer experience, operational efficiency, and commercial objectives when making decisions.