Partner & Performance Lead

As our Partner & Performance Lead, you own the relationship with our external customer service partner,  including the contractual and operational side. Reporting to our  Care Lead, you make sure the partnership actually delivers: on quality, on efficiency, and on customer experience. You won’t just track numbers: you turn insights into decisions, decisions into actions, and actions into results.  And you don’t back away from the difficult conversations to get there. In short: you make our service quality excellent, our processes and collaboration run smoothly, and our partner feel like part of the Viking clan.

Great. So, your main responsibilities would be to…

Own the Partner Relationship & Performance

• Own the contract: manage the contractual dimension of the partnership:  SLA commitments, financial follow-up, and contract changes as our business evolves,  and lead these discussions with confidence. When performance slips, you’re the one who calls it, escalates it, and decides what happens next.
• Own the relationship: be the primary point of contact for our external partner, fostering a transparent and strong partnership built on trust and mutual accountability.
• Be the bridge:  represent our partner’s reality and voice internally, while championing our standards, vision, and culture towards the partner.
• Steer the rhythm: lead daily check-ins, weekly syncs, and monthly business reviews to monitor key metrics (Quality, Efficiency, Productivity, CSAT, SLA adherence).
• Turn data into action: monitor service KPIs, identify trends, and translate them into concrete improvement plans,  together with our partner, and following through until they land.
• Stay close: visit our partner sites in Ghent and Meknes, Morocco (roughly quarterly) to keep alignment and personal connections strong.

Elevate Internal Performance

• Challenge the status quo: track operational trends and constructively challenge our First Line, Workforce Management, and Operational Excellence leads to sharpen processes and service levels.
• Align priorities: ensure targets, forecasts, staffing, and operational goals are fully synced between teams.
• Close the loop: own escalations and recurring issues end-to-end, leaving no gaps in our processes.
• Feed the improvement cycle: turn operational signals into real improvements in our tools, content, and workflows together with your colleagues.
• Harmonize the customer journey: collaborate cross-functionally to make internal handovers completely seamless for customers.: work across teams so the customer never notices where internal handovers happen.

• Who has solid experience in Customer Operations, BPO/Vendor Management, or Performance Management, including the contractual side of a partnership.
• Who has a strong analytical mindset: you speak “data” fluently and know how to turn a spreadsheet into a decision.
• Who gets things done: you love a good analysis, but you’re at your best turning it into a finished result.
• Who communicates with impact and builds trust: you challenge constructively, combine rigor with empathy, and bring both internal teams and external partners along.
• Who is comfortable owning work that sits between teams, where support isn’t guaranteed — and getting it done anyway.
• Who calls the partner about a problem before the partner calls you.
• Who never brings a problem without a proposal, and has already thought about what it will cost and who has to agree. 
• Who diplomatically delivers the messages nobody wants to hear — on both sides of the contract — and keeps things moving forward anyway.
• Who masters Dutch, English, and French well enough to switch between them without breaking a sweat.
• Who, after reading all this, says: “This is it!“

• A diversified job with real responsibility and full ownership of a partnership spanning  70 agents across two sites and handles the majority of all customer contact. The contract, the performance, and the relationship are yours.
• The possibility to make a difference while rocking an empowering role! At Mobile Vikings, we work hard, but the right to disconnect is equally important.
• The chance to work in a cool office at least 2 days a week. Imagine walking into a space thoughtfully designed with modern aesthetics and vibrant colors — our offices are an extension of our culture.
• The best colleagues from around the world. We are a diverse group, and while our company language is English, we also speak in puns and memes ;-).
• Let’s not forget the delicious coffee accompanied by the (more than) occasional snacks.

Then don’t waste time and apply! Send us an email at jobs@mobilevikings.be with:

• A letter of motivation.
• Your CV.

Let’s do this!