A Quality and Customer Relations Manager - m/f - CDI - Full-time

You will report to the head of the operations department and work closely with various departments and the structure of the quality department.

Job objectives

• Ensuring the satisfaction of members and customers by guaranteeing optimal service quality.
• Implementing, monitoring and improving quality processes and complaint management.
• Supporting the teams in the continuous improvement and digitalisation of processes.

Your main responsibilities and tasks:

Managing member/customer relations and complaints

• Monitoring the quality of relations with members and customers.
• Taking up and quickly processing complaints in collaboration with the relevant teams.
• Providing personal (written and telephone) customer care during and after complaints are processed.
• Gathering and analysing customer feedback to understand customer needs and requirements.
• Identify problems encountered by customers and propose effective solutions.
• Regularly assess customer satisfaction and implement improvement measures.

Improve processes and monitor quality performance

• Analyse and optimise the quality performance processes of the organisation’s departments.
• Define, extract and analyse key performance indicators (KPIs).
• Create and implement automated and digitised dashboards.
• Coordinating and implementing measures to improve quality and reduce non-quality costs.
• Supporting the development of new preventive systems for managing non-conformities.
• Supporting teams in improving operational efficiency and digitalising processes.

Managing the quality management system

• Managing deviations and anomalies resulting from audit findings.
• Monitoring the implementation of recommendations and action plans in collaboration with the process owners.
• Ensuring document management (updating, validation, structuring, archiving) in accordance with standards and organisational requirements.
• Supporting the organisation’s efforts to maintain ISO 9001:2015 certification and, more generally, efforts related to the quality management system.

Management of internal and external interfaces

• Close collaboration with the operational teams in contact with members/customers.
• Coordination with process owners to align improvement actions and performance indicators, as well as improving operational efficiency.
• Fluent and professional communication with members and customers to ensure personalised and responsive support.
• Relationship with external service providers or partners as part of improvement actions, audits or resolution of identified problems.
• Participation in meetings or exchanges with external stakeholders (associations, suppliers, etc.) to ensure compliance with quality standards and member/customer expectations.

Your social & technical skills

• Strong service orientation and customer relations (active listening, diplomacy).
• Analytical thinking, accuracy and sense of structure.
• Ability to collaborate with different departments.
• Experience in customer relations and quality management.
• General knowledge of quality management.
• Proficiency in Luxembourgish and French is mandatory (English is an asset, German is a strong asset).
• Good command of IT tools (Office suite, analysis tools).
• Excellent social skills and written and oral communication skills.
• Enthusiasm, transparency, respect and neutrality.
• Willingness to learn and develop new skills.
• Knowledge of ISO9001:2015 / Quality Management System is an asset.

Training and experience

• Education: Bac+2 in Business Administration, Management or specialisation in quality or related disciplines.
• Experience: 2 to 5 years in a similar role in customer relations or quality management. Motivated junior profiles are accepted.

We offer

• A varied and developable job in a dynamic team in a future-oriented company.
• Continuous training in the areas of customer experience and customer relationship management.
• An attractive salary package based on your skills and performance
• Attractive working conditions (flexible working hours, a parking space)