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B2B Customer Operations & Analytics Manager

Job type: Employee
Time type: Full-time
Location: Brussels, Belgium (Hybrid)
Post date: 22 July 2025

Position Summary:

The primary objective of the B2B Customer Operations & Analytics Manager is to provide proactive and reactive high-quality service to GS1 Member Organisations on GS1 standards, services and solutions, with a primary focus on GS1 Services, Registries and Components.

A key pillar of this position is driving analytics and reporting for the Customer Service department. This includes the maintenance and optimisation of Power BI dashboards, setup and review of analytics workflows, and continuous improvement efforts. These outputs directly inform customer service strategy by enabling data-driven decisions supported by analytics and AI insights.

Building and cultivating relationships is essential, particularly with GS1 Global Office Subject Matter Experts, the Registries teams, GS1 Member Organisation Customer Service representatives and third-party support partners. Additional responsibilities include curating and expanding internal knowledge resources, such as FAQs and Knowledge Base content, actively participating in AI-powered projects to improve customer service operations, and creating engaging materials for customer service webinars, sessions and presentations.

Responsibilities:

Customer Service to GS1 MOs

  • Provide high-quality and fast assistance and advice to Member Organisations on GS1 Standards, Services and Solutions by email and scheduled phone calls, with a primary focus on Services, GS1 Registries and Components
  • Assign priorities, troubleshoot and resolve inquiries on business and technical topics and make sure all inquiries are resolved within the established Service Level Agreements
  • Work in close collaboration with the GS1 Global Office customer service team, the offshore extended team and GS1 Subject Matter Experts
  • Proactively outreach to GS1 Member Organisations via multiple channels for strategic initiatives to facilitate their engagement
  • Understand how GS1 Member Organisations use GS1 services and proactively engage with them
  • Participate in weekly and monthly review video calls to ensure that current issues are handled in a timely way and potential problems are prevented
  • Provide proactive input to internal teams to ensure recurrent issues are correctly analysed and the root cause identified
  • Review customer feedback and take action to fulfil the customer's needs

 

Customer Service Analytics and Reporting

  • Prepare and distribute weekly and monthly reports that include customer request numbers, resolution times, service level agreements and customer feedback
  • Set up and improve reporting processes so the team can act faster and smarter: identify trends, recurrent issues and propose proactive solutions
  • Organise meetings with Global Office Subject Matter Experts to review the reports, trends, recurrent issues and improvement opportunities
  • Maintain and improve easy-to-use dashboards in Power BI to reach continuous improvement and operational excellence
  • Explore how AI can improve analytics, customer service performance and customer satisfaction
  • Monitor the Customer Satisfaction Score to identify trends or concerns, share insights during team calls, and take actions to improve it based on feedback
  • Report key metrics, attention points and trends to the Director Member Organisation Engagement, Training and Customer Service, with a continuous improvement mindset
  • Use insights from data and AI to help the Customer Service team make better decisions, improve tools, and keep customers highly satisfied

 

FAQs and Knowledge Base

  • Creates and updates Frequently Asked Questions and Knowledge Base material in collaboration with GS1 Subject Matter Experts
  • Collaborate with the GS1 Global Office Customer Service team on the annual FAQs review process

 

Projects, sessions and meetings

  • Participates in GS1 projects as a customer service representative with a primary focus on GS1 services, registries and components and seeks opportunities to improve the customer experience
  • Acts as a backup for other Customer Service team members
  • Coordinates and facilitates workshops, conference calls, virtual and face-to-face meetings with GS1 Global Office and GS1 Member Organisation participants
  • Creates presentations, outlines, storyboards, videos for customer service meetings and sessions and supports the Director of MO Enablement, Training and Customer Service with this activity
  • Actively participates in GS1 events to present and promote customer service best practices and current projects by preparing and delivering customer service sessions in collaboration with the customer service team.  

Education/Experience:

  • 8+ years of experience in customer service within technical services, with business acumen
  • Experienced in onboarding, implementing, and troubleshooting SaaS systems
  • Bachelor's degree
  • Proven success in stakeholder engagement and relationship management
  • Experience working with globally distributed and diverse teams
  • Deep expertise in customer service analytics, including advanced proficiency in Power BI, dashboard creation, and reporting
  • Skilled in leveraging AI tools like Microsoft Copilot to enhance service quality, automate tasks, and generate strategic insights
  • Solid understanding of customer service platforms, support workflows, and issue resolution best practices
  • Experience in preparing and delivering engaging meetings and sessions at global events
  • Experience in designing impactful outlines and presentations
  • Familiarity with the Agile framework
  • Knowledge of Customer Service trends and industry best practices
     

Skills required:

  • Fluency in English, oral and written, is mandatory
  • Exceptional customer focus
  • Collaborative and trustful attitude
  • Ability to effectively communicate with highly technical and non-technical people seamlessly
  • High level of written and verbal communication skills
  • Ability to build and maintain positive working relationships, internally at Global Office and externally with Member Organisations and third parties, in an international and multi-cultural environment
  • Stakeholder management skills
  • Presentation skills
  • Continuous improvement mindset
  • Exceptional analytical skills
  • Project management skills
  • Team player with the ability to work autonomously and independently
  • Proactive and flexible mindset
  • Willingness to build and constantly develop expertise 

Additional Information:

This job may require up to 5% global travel.

This is a hybrid role with a minimum of 4 - 8 days per month in our Brussels office.

How to apply:

Email your cover letter with CV to: jobs@gs1.org; include the job title in the subject line. Responses will be treated quickly and with strict confidentiality.