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.

Director Customer Experience & Care

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