Customer and Quality Excellence Manager

About SuccessDay:

SuccessDay is an HRIS consultancy firm specialised in Employee Journey, HR Transformation and People Analytics. With strong international experience, we know what our customer’s organization needs when implementing a new tool and take full responsibility for a smooth HR transformation. We accompany our customers in the change journey with proven methodologies and best practises in HCM software like Workday and SuccessFactors. We deliver support before, while and after implementation. We are the linking pin between implementation partner and customer.

About the Role:

As the Manager of Customer & Quality Excellence, you will ensure the highest standards across client projects by defining and enforcing quality methodologies. You will collaborate closely with teams and clients, oversee compliance, and drive continuous improvement through regular feedback. You’ll be responsible for maintaining strong C-level client relationships and leading teams to uphold SuccessDay’s standards. This role requires several years of experience in customer and quality management, preferably within consultancy, strong stakeholder management, and fluency in English and Dutch is preferred.

Responsibilities:

• Defining and Improving Standards:Develop, define, and continuously improve internal quality methodologies that align with SuccessDay values.
• Ensure that these methodologies continue to meet the evolving needs of client projects.
• Ensuring Methodology Compliance:Oversee the adherence to defined and improved methodologies across all client projects.
• Ensure consistency and high-quality standards across all projects, ensuring they meet SuccessDay standards.
• Client Engagement:Maintain regular contact with clients (C-Level) through calls and meetings to build and maintain strong relationships throughout the customer Lifecyle.
• Ensure that our methodologies are applied effectively and consistently gather feedback to ensure the continuous improvement of our processes.
• Continuous Quality Feedback:Continuously monitor the application of methodologies by consultants.
• Create a feedback loop between the Client Delivery and People Delivery departments to implement quality improvements based on collected data and client feedback.

Experience:

• Several years of experience in a quality management role, preferably within consultancy or project-oriented environments.
• Experience in developing and implementing quality standards and methodologies.
• Excellent client management skills and experience in building long-term client relationships.
• Experience confidently liaising with C level management.
• Experience in leading teams and ensuring compliance with methodologies in complex projects.
• Ability to challenge the status quo and strong stakeholder management skills.
• Business level communication in English and Dutch is highly preferred.

Competencies:

• Sincere, honest, clear.
• Strong analytical skills and attention to detail.
• Ability to lead and implement quality improvement initiatives.
• Excellent communication skills, both written and verbal.
• Proactive attitude and ability to independently identify and solve problems.
• Strong in Stakeholder management
• Able to coop with escalations

We offer:

We value transparency, honesty, winning attitude, and do business fair and square. We are always open to our clients and ourselves. SuccessDay is one big family, where we listen and value each other’s opinions. After a long hard day of work, we know how to play hard. No one gets left behind, except maybe in our FIFA rankings. Of course, this is not the only thing you can expect from us. In fact, we also offer, among other things:

• A competitive salary and benefits;
• Unlimited holiday days;
• Good work-life balance;
• Hybrid working;
• A nice workplace;
• A team of great colleagues within an informal organization;
• Varied work;
• Unlimited access to an external coach;
• Free personal gym sessions