Head of Customer Success (m/f/n), Merl

Creos Luxembourg S.A. is the operator of electricity and natural gas networks in Luxembourg. Nearly 900 employees currently serve the company.

Creos is responsible for the planning, construction, maintenance, and operation of high, medium, and low voltage electricity networks, as well as high, medium, and low pressure natural gas pipelines that it owns or has been entrusted to manage. The networks managed by Creos include more than 12,000 km of electricity lines and approximately 2,200 km of natural gas pipelines, serving over 317,000 electricity customers and around 50,000 natural gas customers.

Your tasks

• You develop a customer-centric vision, define objectives and deliver effective action plans to ensure a positive and consistent experience for customers and stakeholders
• You develop programs and actively lead projects that aim to promote a customer-centric culture
• You lead, motivate and develop the customer operations teams to provide exceptional service and support on all available contact channels
• You set up mechanisms for collecting and analysing customer feedback to promote continuous improvement and to ensure a seamless customer experience
• You oversee the resolution of customer complaints and concerns promptly and effectively within defined SLA’s
• You establish operational KPI’s to measure customer satisfaction and customer service’s efficiency to gain insights into customer behaviour, preferences and service satisfaction
• You stay informed about relevant laws and regulations, and you ensure that customer operations comply with all regulatory requirements

Your profile

• You hold a Master’s degree in Business Administration, Engineering, Sales or a related field
• You have at least 2 years of experience in a similar position
• You have a strong team spirit and collaborative mindset
• You are committed, customer-focused and results-driven
• You have a strategic orientation and a strong problem-solving ability
• Effective verbal and written communication skills in English, French and German

What we offer

• The opportunity to join a Group that actively shapes the energy transition in Luxembourg and the Greater Region
• A multicultural and international working environment that encourages diversity and inclusion
• A competitive salary with many additional benefits (e.g. pension plan, additional health insurance, free parking, company restaurant, etc.)
• Continuous learning and development career path adapted to the needs of each employee
• Hybrid working mode with the possibility to work from home and 34 days off per year