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Customer service

Director Customer Experience & Care

Customer service

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. 

Ambassadorship 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.  
  • Home Office: A fully-equipped home office, including an ergonomical ICT set-up. Exclusive discounts: 30% off gas and electricity after six months, discounts on energy-saving services (e.g., solar panels, heat pumps) and reduced prices on top brands, amusement parks, festivals and more. 

 

Luminus values e.v.e.r.y individual. 

Are you looking for a workplace where you can truly be yourself, where you feel respected, supported regardless of your background, identity and unique story? Then you've come to the right place. Diversity equity and inclusion are not empty words for us — we grant that everyone can flourish and feel valued, so let's build it together! 

What does that mean in practice? 

Do you have specific needs or require adjustments during the recruitment process or once you are hired? Let's discuss about it and we'll do our best to find a solution. We can also discuss if you want to work at 80% or 100%. 

Together we make the difference. 

 

Brussels

Contract onbepaalde duur

Contract Manager Renewable Energy Financing

Customer service

Power the future of energy with smart financing solutions

As a Contract Manager – Renewable Energy Financing, you coordinate third-party financing projects, ensuring overall project profitability. You negotiate contract details, co-construct financial business plans, monitor construction and follow up on operational performance. Additionally, you manage invoicing and contracts throughout the asset's lifetime and serve as the main contact for financial institutions financing the installations through Special Purpose Vehicles (SPV).

 

 

Your daily job

 

  • By integrating financing options into renewable energy proposals you support the sales team.
  • You co-create and validate business plans for new installations with the Finance team.
  • Aligning with Legal, Finance and Sales, you negotiate contracts with clients and investors.
  • You coordinate the full lifecycle of third-party financing projects : from contract signature to operational follow-up.
  • Ensuring financial and operational reporting is on point, you manage Special Purpose Vehicles (SPVs).
  • You handle incidents, legal issues and performance monitoring to safeguard project profitability.

 

 

Your profile

 

  • You have a Bachelor’s or Master’s degree in a relevant field and at least 5 years of experience.
  • Experience in legal and contract management and in the energy or technical sector is a plus.
  • You are fluent in English, Dutch and French.
  • You understand the basics of Sales, Finance and Operations and can connect the dots across departments.
  • You’re analytical, structured and thrive in a fast-paced environment with tight deadlines.
  • You’re a strong communicator and negotiator who motivates others and drives results.

 

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.
  • Home Office: A fully-equipped home office, including an ergonomical ICT set-up.
  • Exclusive discounts: 30% off gas and electricity after six months, discounts on energy-saving services (e.g., solar panels, heat pumps) and reduced prices on top brands, amusement parks, festivals and more.

 

 

Curious about your benefits and more? Visit our jobsite.

 

 

Luminus values e.v.e.r.y individual.

Are you looking for a workplace where you can truly be yourself, where you feel respected, supported regardless of your background, identity and unique story?  Then you’ve come to the right place. Diversity equity and inclusion are not empty words for us — we grant that everyone can flourish and feel valued, so let’s build it together!

 

What does that mean in practice?

Do you have specific needs or require adjustments during the recruitment process or once you are hired? Let’s discuss about it and we’ll do our best to find a solution. We can also discuss if you want to work at 80% or 100%.

 

Together we make the difference

Brussels

Contract onbepaalde duur

Pricing & Performance Analyst

Customer service

Drive value with data – shape our pricing strategy and performance insights!

As a Pricing & Performance Analyst, you play a vital role in optimizing the value of our commercial activities. By translating data into actionable insights, you empower key stakeholders across departments. You help steer our pricing strategy, support medium-term planning, and drive performance across the Retail segment through smart analysis and proactive recommendations.

 

What you’ll do

  • You take the lead in delivering the monthly Pricing cycle on time.
  • You turn complex data into business-friendly solutions by mastering our Pricing & Performance methodology.
  • You monitor market and business trends to assess their impact on gross margin, portfolio, and volumes.
  • You support the creation and implementation of our Retail medium-term plan, in line with strategic goals.
  • You analyze and report on the value created by commercial actions, helping teams stay on track.
  • You collaborate with cross-functional teams to align, evaluate, and continuously improve our pricing strategy.

 

What you bring

  • You hold a Master’s degree in a quantitative field and have 2 years of relevant experience.
  • You are fluent in Dutch and/or French and have a solid command of English.
  • You’re proficient in Excel and BI tools like Qlik; knowledge of Python, Gitlab, or AWS is a plus.
  • You have a sharp analytical mindset and a knack for turning numbers into actionable insights.
  • You’re organised, autonomous, and thrive in a collaborative, fast-paced environment.
  • You’re a curious, proactive learner with strong communication skills and a can-do mindset.

 

Why join us

  • You’ll work in a strategic role where your insights directly shape pricing decisions.
  • You’ll be part of a collaborative, forward-thinking team that values innovation and impact.
  • You’ll grow your skills in an exciting, data-driven environment at the heart of the energy transition.
  • You work and connect with your colleagues at a Luminus office or from home. Need some flexibility? Your manager is open to discuss what works.

 

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.
  • Internet & communication: Home internet covered, reimbursement for a personal mobile device with a phone subscription.
  • Home Office: A fully-equipped home office, including an ergonomical ICT set-up.
  • Exclusive discounts: 30% off gas and electricity after six months, discounts on energy-saving services (e.g., solar panels, heat pumps) and reduced prices on top brands, amusement parks, festivals and more.

 

Curious about your benefits and more? Visit our jobsite.

 

 

 

Luminus values e.v.e.r.y individual.

Are you looking for a workplace where you can truly be yourself, where you feel respected, supported regardless of your background, identity and unique story? Then you’ve come to the right place. Diversity equity and inclusion are not empty words for us — we grant that everyone can flourish and feel valued, so let’s build it together!

What does that mean in practice?

Do you have specific needs or require adjustments during the recruitment process or once you are hired? Let’s discuss about it and we’ll do our best to find a solution. 

Together we make the difference

Brussels

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