Delivery Manager, Professional (B2B)
About the role
Summary
Salary:
Competitive
Job Family:
Customer Care Enablement
Location:
Netherlands - Amsterdam Office
About us
Dyson is a global technology company. We solve problems others choose to ignore with pioneering technology that works better.
Our Customer function plays a critical role in protecting and enhancing the Dyson experience, ensuring every interaction strengthens customer trust, loyalty and advocacy. As Dyson continues to grow its Professional (B2B) business, delivering a premium service experience for our commercial customers has never been more important.
Our Professional customers include salons, hospitality businesses, offices, and other organisations that purchase Dyson technology for use by their own customers, employees, or guests.
About the role
As our Delivery Manager, Professional in Customer Service Operations, you will play a key role in shaping how Dyson supports Professional customers across multiple markets.
Working with market teams, customer service leaders and outsourced partners, you will help build a more consistent, scalable and premium service model that reflects the Dyson brand while supporting local market needs.
You will:
Lead the delivery and ongoing performance of outsourced customer service operations supporting Dyson’s Professional customers.
Drive greater consistency across markets by identifying best practice and implementing standardised ways of working.
Develop operational governance, reporting frameworks and service standards that improve visibility and accountability.
Use performance data, customer feedback and operational insight to identify improvement opportunities and deliver measurable outcomes.
Partner with commercial, market and customer service stakeholders to ensure customer needs are understood and prioritised.
Strengthen escalation and issue resolution processes, ensuring customers receive timely, effective support.
Build collaborative relationships with outsourced partners to drive service excellence, innovation and continuous improvement.
Champion the voice of the Professional customer, helping shape future service strategies and operating models.
About you
To succeed in this role, we expect you to have:
At least four years’ experience managing customer service or contact centre operations, including outsourced service providers.
Experience working across multiple markets, regions or complex stakeholder environments.
A strong understanding of customer experience and operational performance metrics, including CSAT, NPS, FCR and SLA management.
Proven ability to influence and drive change in a matrix organisation without direct authority.
Experience creating governance frameworks, scorecards and continuous improvement initiatives.
Strong analytical skills with the ability to translate data and insight into practical actions and sustainable solutions.
Excellent stakeholder management and communication skills, with the confidence to engage at all levels.
A customer-centric mindset combined with commercial awareness and a passion for improving service experiences.
Reward
At Dyson, Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial, Lifestyle, and Health Benefits, we provide support tailored to every stage of life and the moments that matter most.
Working policy
Our campus culture is built on connection - collaboration in person, shared creativity, and hands-on learning. That’s why we don’t offer a hybrid arrangement. Working side by side powers our best ideas, fuels belonging, and keeps us pushing boundaries together.
Please note
At Dyson in the Netherlands, all new joiners start on a one-year fixed-term contract.
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