At Immoweb, Customer Operations is a key lever for scalable growth and customer experience. As Head of Customer Operations, you own and transform our end-to-end customer operating model across the full customer lifecycle.
This role is designed for a senior, process-driven leader with a strong passion for automation, AI-enabled workflows and scalable operating models. Your mission is to design, optimise and industrialise customer operations with a clear focus on efficiency, customer autonomy and digital-first execution, while ensuring a high-quality human service experience where it truly adds value.
As a member of the Sales Management Team, you contribute to Immoweb鈥檚 commercial strategy and play a critical role in delivering our overall business strategy.
Key responsibilities
End-to-End Customer Operations Ownership
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Own, design and continuously improve all customer-facing operational processes across the full customer lifecycle
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Analyse and redesign processes with a strong process-engineering mindset, identifying friction points, manual steps and scalability risks
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Ensure operational excellence in terms of efficiency, quality and scalability
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Automation, AI & Digital Transformation
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Drive automation and AI adoption across Customer Operations, identifying and implementing high-impact use cases (e.g. triage, routing, quality control, insights, agent enablement, self-service)
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Lead the introduction of AI-enabled workflows within Customer Operations and the Qualified Seller Appointment (QSA) team
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Challenge existing processes and replace manual work with scalable, digital and future-proof solutions
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Customer Autonomy & Self-Service
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Design and scale self-service customer journeys that increase customer autonomy while reducing operational load
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Work closely with Product and Tech teams to build, improve and roll out self-service functionalities for our core customer segments (mainly mid-size real estate agents)
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Drive adoption, usage and take-rate of self-service solutions through clear process design, communication and performance tracking
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Outsourcing & Partner Management
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Design and operate a smart triage and routing model balancing automation, external partners and internal teams
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Oversee and optimise outsourced partner performance across quality, SLAs, cost and customer satisfaction
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Define and manage robust SLAs, escalation paths and accountability frameworks
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Use data and insights to proactively identify trends, bottlenecks and improvement opportunities
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Data-Driven Operations & Continuous Improvement
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Define, monitor and analyse operational KPIs to steer performance and continuous improvement
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Translate insights into concrete process improvements and automation initiatives
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Foster a culture of continuous improvement, experimentation and learning within Customer Operations
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Cross-Functional Collaboration & Change Leadership
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Collaborate closely with Sales, Customer Excellence, Product, Tech, Analytics and other stakeholders to ensure aligned and scalable customer processes
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Lead change initiatives related to new tools, processes and digital workflows, ensuring strong adoption and team buy-in
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Act as a transformation leader who translates strategy into hands-on operational execution