RELX Group Manager Customer Service Research Products in Amsterdam, Netherlands

Manager Customer Service Research Products


Location: Amsterdam, North Holland, Netherlands

Job Purpose

This position is responsible for delivering results directly related to tier 1 and tier 2 Research Products Customer Service, including customer and technical support, based in the Amsterdam location. This role reports to theVP Research Products Customer Services based in Amsterdam

Main responsibilities

  • Take ownership of a global customer service team for Elsevier's Research Products online products (Mendeley, Journal Branded Solutions and others)

  • Managing a second line customer service team (3) to ensure ongoing process optimization and a continuous improvement mind-set. Including (dotted line) responsibility for CS Research Products teams at REPH (Manila) ensuring successful coordination between first and second line.

  • Accountable for ensuring fit-for-purpose customer service delivery for Elsevier's Research Products (online, books, journals and Client Services) meeting SLAs agreed with internal business partners.

  • Ensure all decisions are customer centric working across Elsevier matrix as required.

  • Facilitate required internal business stakeholder and customer communication to introduce/champion change at all levels within the organisation for continued improvement of the Health workflows and products based on Voice of the Customer (VoC) insights.

  • Contribute, alongside GCS MT, to improvements to enhance our operations (systems, people, processes) towards customer segment-oriented skills.

  • Develop effective Research Products Customer Services strategy (multi-channel, digital support, customer segment focus).

  • Provide personal and team two-way liaison with business stakeholders and customers to ensure optimal end-to-end Research Products process and product workflows across Elsevier matrix.

  • Work in collaboration with internal stakeholders across end-to-end processes to contribute to growth of Health revenues and support Elsevier customer centric strategy.

You will bring

  • Requires a Bachelor's Degree (i.e. Business, Marketing, IT related, Communications or a related area)

  • 3-5 Years of experience line manage a customer service and/or product support team in call centre and matrix environment.

  • Must have a proven track record for delivering process improvements that resonate with their customer.

  • Strong persuasion skills required in order to influence Product Development, Marketing and Sales to improve products and processes in order to better meet the needs of our customers.

  • Ability to collect, interpret, and provide voice of the customer data to develop strategies focused on significantly improving customer satisfaction and loyalty.

  • A leader who enables and influences innovative change across the business, a catalyst for success.

  • Highly developed written and verbal skills, with the ability to present to senior leadership

  • Identifies and drives new business initiatives; engages supervisors and other stakeholders as appropriate to ensure good communication and collaboration. Solves problems that impact the wider GCS team.

  • Specific experience in call centre operations, processes and procedures including areas such as quality assurance, workforce management, customer experience, performance management, training and management of internal and external stakeholders

What we offer

We welcome you to a truly global, dynamic and challenging environment with great opportunities for personal development. Elsevier’s benefits are very competitive and the summary below will give you an idea of what you can expect when joining Elsevier in the Netherlands.

  • Competitive salary and a 13th month

  • 27 days of leave

  • Attractive collective health care insurance package with considerable reduction rates

  • Solid Pension Plan, with a choice between a collective pension plan an individual pension plan

  • Profit share or bonus plan subject to the company annual results

  • Flexible working arrangements

  • Travel allowance for commuting

  • Reductions to several personal insurance packages due to our collective agreements

  • Free in-house sport facilities

  • Numerous training, coaching and e-learning modules for long term job opportunities and development

  • Several local and global networking communities to share best practices and knowledge

  • Various social responsibility programs, channeling knowledge and strengths to help communities around the world improve education, science, health care and protect the environment.

An assessment or business case could be part of our selection procedure. A pre-employment screening will be part of our recruitment procedure.

Elsevier does not accept unsolicited assistance from vendors including and without limitation, search firms, staffing agencies and recruiting agencies for this employment opportunity. Resumes submitted by external vendors and third parties to any employee via-email, the Internet or any other method without a valid, written underlying agreement between parties for this position will not be considered. No fee or other compensation will be paid in the event the applicant is hired by Elsevier as a result of an unsolicited introduction