Temporary Role: Interim Global Head of Customer Service Excellence
Location: VTTI head office
Duration: 18 May (latest 1st of June) – approximately first half of November
The purpose of the Global Head of Customer Service Excellence is to design, implement and embed a consistent global customer service framework across all terminals, ensuring alignment on service standards, customer experience and service levels in line with a “one VTTI way” of working.
Scope of the assignment
In this role you will actively lead the development and adoption of an AI approach within Customer Service. Additionally, the assignment aims to enhance service performance for selected terminals while monitoring and following-up on our global service performance indicators for all terminals.
Key responsibilities
- Guide the design, development and implementation of AI solutions for Customer Solutions
- Act as a senior CS partner for selected terminals, providing hands-on service support
- Lead the further development of customer solutions
- Coordinate global customer surveys and ensure structured follow-up and insights
- Guide and coach two direct reports
- Work closely with CS managers at terminal level (dotted line reporting)
- Actively support change management related to new tools, processes, and solutions
Stakeholders & reporting line
- VTTI head office role
- Reporting to SVP Commercial
- Part of the head office Commercial Team
- Managing 2 direct reports
- Functional/dotted-line alignment with CS managers at terminal level
Required experience & profile
- 10+ years of working experience
- Strong background in Customer Service within a similar industrial environment
- Proven experience in project management and change management
- Demonstrated experience in IT solutions delivery from a business owner perspective (AI / digital enablement is a strong plus)
- Ability to operate effectively in a complex, multi-stakeholder environment
- Master’s degree
- Fluent in English; Dutch is considered a plus
Apply now and take the next step in your career with VTTI.
Contact our sr. Talent Acquisition Specialist: Shiva Ahmadi at [email protected]