Head of B2C Client Service Consultant

This opportunity is a consultancy mission at a client site, where you will represent Keystone Solutions as a Head of B2C Client Service. As a Keystone Solutions consultant, you will be hired to work on client projects, bringing your expertise to dynamic environments and contributing to the client’s operational excellence.

Within the client’s group, the B2C Onboarding & After-Sales services are responsible for the entire client lifecycle: from the introduction and analysis of B2C credit requests to follow-up, after-sales management, and customer loyalty. In a context of growth and transformation, the client is seeking an experienced and inspiring manager capable of leading an expanded organization and supporting strategic operational evolutions. As Head of B2C Client Service, you will be part of the operations management team and report directly to the COO BeNeLux.

• →You are responsible for all B2C Onboarding and After-Sales activities within Operations, covering the entire client lifecycle (acquisition, processing, follow-up, support, and loyalty).
• →You lead an organization of approximately 60 employees, structured around several team leaders whom you coach, develop, and support daily.
• →You ensure the overall performance of your scope (commercial, operational, and qualitative), guaranteeing a high level of customer satisfaction and efficiency.
• →You define and implement the operational strategy of your department, aligned with group objectives and in close collaboration with commercial teams.
• →You play a key role in transformation, digitalization, and continuous improvement initiatives (automation, customer journey optimization, digital tools, data-driven decision making).
• →You actively contribute to strategic discussions within the operations management committee.
• →You actively drive change management, supporting your teams through organizational, technological, and cultural changes.
• →You work closely with other departments (Sales, IT, Risk, Marketing, etc.) to optimize end-to-end processes and improve the customer experience.
• →You establish clear governance, relevant KPIs, and rigorous performance monitoring.
• →You foster a culture of engagement, accountability, and continuous development, stimulating motivation and upskilling within your teams.

• Fluency in Dutch, French, and English is required.
• Master’s degree or equivalent by experience.
• At least 8 years of relevant experience in Organizational Development.
• Strong experience in managing sizable teams, ideally in a B2C, client service, or operations environment.
• Ability to combine strategic vision with operational excellence.
• Recognized leadership, transformation, and change management skills.
• Proven experience in process optimization and digitalization projects.
• Results-oriented, with a strong focus on customer satisfaction and performance.
• Excellent analytical skills, adaptability, and team spirit.
• Clear, transparent, and inspiring communication style.
• Experience in the financial sector is an asset.

• Organizational ability
• Analytical ability
• Ability to communicate - orally and in writing
• Ability to collaborate / teamwork
• Resilience
• Ability to inspire others and generate engagement

• Expectation: 50% on site & 50% homeworking