Senior Channel Manager – Customer Relations & AI Operations

About Marktplaats
Marktplaats is one of the Netherlands' leading online marketplaces, helping make commerce more sustainable by giving products an extended life. With over 2.1 million buyers and sellers visiting our platform every day, around 350,000 new listings added daily and users spending an average of 22 minutes per visit, we're building a platform that people use and trust. Every connection we enable helps people save money, earn money and reduce waste. As part of Adevinta, one of Europe's leading online classifieds groups, we're building products that make buying and selling second-hand products simpler, safer and better for everyone.

Key responsibilities

• Own tactical and operational relationships with vendors, outsourcing partners and internal stakeholders. 
• Lead operational governance, business reviews and escalation handling.
• Be accountable for service delivery across Customer Service, Consumer Support, Back Office, Business Support and Outreach.
• Drive performance against SLAs, CSAT, productivity, cost and quality targets.
• Lead operational campaign setup, rollout, optimisation and post-campaign evaluation.
• Champion AI and automation use cases that improve efficiency, scalability and customer experience.
• Manage incidents, risks, compliance and data-quality topics with the relevant stakeholders.
• Support training needs, knowledge sharing and adoption of best practices across partner teams.

Profile

• Strong background in customer operations, channel management and stakeholder leadership.
• Commercially aware, hands-on and comfortable in a fast-moving environment.
• Proven track record in continuous improvement, change management and operational excellence.
• AI-minded, but grounded in execution and service ownership rather than pure analysis.
• Regularly visit contact center and outsourcing partner locations to review performance, strengthen partnerships, calibrate quality standards, and identify improvement opportunities.
• Fluent in Dutch

While we offer flexibility, we value in-person collaboration and encourage our teams to spend regular time in the office.

Want to learn more about life at Marktplaats? Visit our Careers page to explore our culture, benefits and what it's like to work with us.

Our DNA
Our culture is built on these five principles, shaping how we work together, build products and create value for our customers.

🛠️ Ownership: We take ownership, step in where needed and make things happen.
🤝 Engagement: We show up for each other, build meaningful connections, celebrate success and enjoy the ride together.
❤️ Customer Focus: We put our customers at the heart of our decisions, back our ideas with data and deliver value that makes a difference.
⚡Execution: We move with purpose, challenge ideas respectfully, act with confidence and deliver at pace.
💡 Curiosity: We ask questions, challenge the status quo, embrace learning and turn insights into better decisions.

Equal Opportunity Statement
Marktplaats is an equal opportunity employer, and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
If you feel you don’t meet all of the listed requirements but are still excited about this role, we encourage you to apply anyway! Research shows that candidates from underrepresented groups sometimes self-select out,  we’re interested in your potential as much as your experience.