- Company Name
- EGYM | DACH
- Job Title
- Operations Manager - BtoC & BtoB | FR/EN/NL (m/f/d)
- Job Description
-
**Job Title:** Operations Manager – B2C & B2B (Multilingual)
**Role Summary:**
Lead operational excellence for both consumer (B2C) members and business (B2B) partners across French, English, and Dutch. Drive customer experience, partner onboarding, contract compliance, and continuous process improvement, with a focus on expanding the Belgian market in Dutch.
**Expectations:**
- Deliver exceptional support to members (70%) via live chat, email, and phone.
- Manage partner relations (30%) in Dutch, including onboarding, contract validation, and technical support.
- Identify and resolve friction points, propose enhancements, and document workflows.
- Collaborate cross‑functionally on roadmap projects (process improvement, tool deployment, BOT integration).
- Act as a catalyst for a high‑performance, motivated team.
**Key Responsibilities:**
- **Member Support (70%)**
- Resolve member inquiries in French, English, or Dutch.
- Escalate complex cases to agents, track resolution, and ensure follow‑up.
- Collect, analyze, and report member feedback to inform UX improvements.
- Participate in cross‑functional projects (process redesign, tool rollout, workflow automation).
- Provide Dutch‑language support to grow Belgian user base.
- **Partner Support (30%) – Dutch**
- Respond to partner queries (operational, contractual, technical).
- Lead partner onboarding: data capture, Salesforce configuration, contract verification, account activation.
- Validate contracts in Dutch, ensuring compliance and accuracy.
- Detect recurring partner issues and recommend process optimizations.
- **Continuous Improvement & Documentation**
- Identify automation opportunities and streamline internal processes.
- Author and update standard operating procedures and knowledge base content.
- Promote a culture of quality and efficiency across member and partner channels.
**Required Skills:**
- Trilingual proficiency: Dutch, English, French (written & spoken).
- Strong customer‑service orientation with empathy, adaptability, and enthusiasm.
- Proven experience in web client relations or operations, preferably in fitness or wellness environments.
- Analytical mindset for data‑driven feedback analysis and process improvement.
- Excellent written and verbal communication; ability to mentor agents on complex cases.
- Familiarity with Salesforce and other CRM tools is an asset.
- Ability to thrive in a dynamic, high‑volume environment.
**Required Education & Certifications:**
- Bachelor’s degree or equivalent professional experience in business, operations, or related field.
- Certifications in operations management or customer service are advantageous but not mandatory.