Customer Service Tools & Improvements Manager (Individual Contributor)

You will join the Global eCommerce organization within Customer Service, Operations & Vario, operating at the center of cross-functional project delivery. In this role, you will act as a key driver of initiatives that enable scalable, omnichannel customer experiences and operational excellence across global markets.

Working closely with diverse stakeholders, you will lead projects from concept through execution—balancing strategic planning with hands-on delivery. You will play a critical role in advancing systems, processes, and customer journeys through structured project governance, continuous improvement, and data-driven decision-making.

What we offer

In this role, you will take ownership of the department’s project roadmap and drive initiatives that enhance customer service capabilities and operational performance.

More specifically, your tasks will be to

• Establish and maintain project management standards aligned with Global eCommerce principles
• Drive end-to-end implementation of new tools and solutions (e.g., CRM systems, AI tools, contact channels)
• Continuously optimize existing systems and processes within customer service and operations
• Own and develop the department’s system-related project roadmap
• Manage and collaborate with a broad stakeholder landscape across the organization
• Identify and implement process improvements to enhance efficiency and customer experience
• Build and maintain advanced reporting frameworks to support KPI-driven decision-making
• Act as subject-matter expert for customer service platforms including ticketing, telephony, messaging, and AI tools
• Support cross-functional projects and initiatives across Global eCommerce
• Contribute to operational activities when needed during peak periods or resource gaps

• What you will bring
• You are a structured and proactive professional with a strong analytical mindset and a passion for continuous improvement.

Moreover, we expect that you

• Have solid experience in project management, including stakeholder management, planning, and implementation
• Possess strong knowledge of ERP systems (preferably SAP and/or Microsoft Business Central)
• Bring hands-on experience with CRM systems and customer service platforms
• Have a customer-centric mindset and experience within customer service and operations
• Demonstrate strong analytical capabilities and experience working with data and reporting
• Have experience with process optimization or process management
• Understand eCommerce and online business environments
• Communicate fluently in English

Additionally, you

• Work independently and manage deadlines effectively
• Are solution-oriented, proactive, and results-driven
• Have a structured approach with strong attention to detail
• Thrive in a collaborative and international environment
• Are flexible and willing to support the business where needed

• Ready to apply?
• Learn more about the VELUX Group online at www.velux.com where you can read more about working at our company and what to expect of our recruitment process.
• We look forward to receiving your application and CV as soon as possible. We are conducting interviews on an ongoing basis until we have the right match.
• All inquiries will be treated confidentially.

About VELUX

In the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the roof window category, we enable those who live, work and play under the roof transform their spaces and live a healthier everyday life with more daylight and fresh air.

The VELUX Group is an international, family-owned business with strong financial roots and each year we can create real impact by reinvesting in society, our employees and planet through our foundations. With 20 production companies in 12 countries and sales companies in 37 countries, our products are widely available. We employ around 12,000 people, and our company is headquartered in Denmark. Alongside the rest of our values, “courage” and “mutual respect” define our actions every day and how we wish to contribute to the world.

Equal Opportunity Employer

At VELUX Residential, we believe in fostering a diverse workplace for everyone to thrive, develop, and perform at their best, and where you feel welcome, respected, and valued. We are committed to providing equal opportunities for all - whether you are applying for a role or already a part of VELUX Residential. That means we recruit, hire, train, and promote people based on their skills and potential without regard to race, color, religion, sex, age, neurodiversity, disability, protected veteran status, national origin, sexual orientation or any other basis prohibited by applicable law.

We value diversity and strive to ensure that our employment decisions are fair and inclusive, focusing only on what truly matters: your qualifications and how you can contribute to our shared mission and success.