Director Customer Experience & Care

Lead the customer-first revolution in energy 

As Director of Customer Experience & Care, you'll lead a dynamic team of 200 internal professionals and +350 FTE at external partners to deliver market-leading customer service. You'll drive digital transformation, AI excellence, and a 5-star service culture for all our residential, soho and SME customers. By championing 'customer first' in everything you do, you'll create exceptional experiences that set Luminus apart — while optimizing cost-to-serve and unlocking commercial growth. 

What you'll do: 

Strategic leadership 

• Developing and implementing the CXC strategy for all customer segments in line with Retail ambitions; you translate them into concrete action plans and objectives. 

• Defining optimal customer journeys across all channels with continuous monitoring via operational dashboards and performance cycles; you track 5-star service, customer first culture, cost-to-serve, and cross- and upselling ratios. 

• Leading digital transformation and AI implementation; you drive strategic investments in digital channels, AI solutions and modern contact center technology. 

Operational excellence 

• Leading a dynamic team with focus on talent development, employee engagement, performance management and a culture of continuous improvement. 

• Managing the CXC annual plan and budget including contract management and relationship management of external contact centers, monitoring supplier performance and optimizing resource deployment. 

• Ensuring compliance and risk management: safeguarding GDPR, consumer rights, internal policies, reputation and proactively managing escalations in collaboration with Legal, Regulatory Affairs and Communication. 

• Proactively and systematically collecting feedback on customer experiences, training, tools, procedures and processes to quickly identify bottlenecks and implement corrective actions. 

Ambassador and collaboration 

• Collaborating intensively with Marketing, Sales, IT, Operations, Corporate Affairs, Legal and external partners to ensure a consistent and seamless customer experience across all touchpoints. 

• Showing visible leadership through regular presence at all locations (Hasselt, Liège, Ghent, Brussels) as the leading ambassador of the 'customer first' value within Luminus. 

• Fulfilling the PMO role for Retail: transformation roadmap, portfolio management of system investments, Change & Transformation, Knowledge & Learning and resource allocation model.  

What you bring :

• You have a Master's degree (technical or economic field).  

• You are fluent in Dutch and French, with strong English skills.  

• You possess strong digital and AI skills. 

• You have at least 10 years of experience in people management. Experience in customer care and the energy sector is a significant advantage.  

• You're team-oriented with excellent communication, networking and presentation skills at all levels (operational to C-level), and a strong negotiator with commercial and customer-centric insight.  

• You're analytical, process-driven, solution-oriented and stress-resistant, with a dynamic and diplomatic approach to stakeholder management. 

What you'll get in return:

The energy sector is one of the most rewarding industries in Belgium with a highly rewarding compensation and benefits package: 

• Competitive compensation: Attractive salary with a performance-based bonus that can be optimized to your personal preferences, plus meal vouchers.  

• Insurance & social benefits: Group insurance and hospitalization coverage for the entire family. Additional reimbursement for healthcare and pharmaceutical costs. 

•  Mobility: Full reimbursement for public transport, kilometer-based cycling reimbursement and flexible mobility choices: you can choose between a company car or mobility budget.  

• Internet & communication: Home internet covered, reimbursement for a personal mobile device with a phone subscription.