Customer Operations Lead

The Customer Operations Lead is responsible for developing and managing the organization's customer operations (members lifecycle management: new customers’ onboarding, yearly renewals, terminations, changes, etc.) for EPC’s 3.500+ association members and participants, ensuring that new members comply with the organization's standards, policies, codes of conduct, and applicable regulatory requirements. The role combines customer operations and compliance oversight, and stakeholder engagement to make the process efficient while interacting on a daily basis with EPC association members and participants. The role is accountable for designing an efficient process, maximising operational efficiency, securing compliance with EPC’s governance, maintaining accurate documentation, supporting revenue collection processes, and enabling smooth participant onboarding and stakeholder communication in collaboration with the Finance & Adherence Administrator.

Key Responsibilities

Membership Operations’ Management

• Coordinate a small team to manage the end-to-end membership lifecycle, including new applications, onboarding, renewals, upgrades, and terminations.

• Maintain accurate membership records and databases.

• Serve as the primary point of contact for member inquiries and support.

• Monitor membership trends and recommend initiatives to improve member satisfaction and retention.

• Prepare membership reports, statistics, and performance metrics for management and the Board.

Compliance Management (in collaboration with our Legal team)

• Ensure members comply with the organization's bylaws, membership requirements, codes of conduct, and operational policies.

• Use appropriate tools to monitor compliance with applicable industry regulations and standards relevant to the payments sector.

• Help developing and maintaining compliance procedures.

Governance and Administration

• Assist in reviewing membership applications and making recommendations based on eligibility criteria.

• Maintain confidential records and ensure compliance with data protection and privacy requirements.

• Support strategic planning and annual reporting activities.

CRM Management

• Coordinate administrative onboarding of members of the EPC schemes, ensuring complete documentation prior to activation.

• Maintain CRM records with 100% completeness and data accuracy.

• Format, file, and archive documents in accordance with organisational standards.

• Ensure all onboarding documentation is processed within agreed service-level timelines.

• Identify and report data inconsistencies proactively.

• Support preparation of internal documentation, reports, and stakeholder communications.

Administrative & Operational Support - Contribute to smooth cross-functional operations

• Provide timely administrative support to business analysts and internal teams.

• Manage internal and external communications professionally and within agreed response times.

• Coordinate documentation workflows across departments.

• Maintain organised, accessible digital filing systems.

• Proactively identify administrative bottlenecks and recommend improvements.

Process Automation and Operational Efficiency

• Identify, evaluate, and implement opportunities to automate membership management, compliance, and administrative processes to improve operational efficiency and service delivery.

• Review and optimize existing workflows to eliminate inefficiencies, reduce manual interventions, and enhance the member experience.

• Lead the implementation and continuous improvement of membership management, compliance monitoring, and customer relationship management (CRM) systems.

• Develop and maintain standard operating procedures (SOPs) and process documentation to ensure consistency, quality, and compliance.

• Monitor key operational metrics and prepare performance dashboards to support data-driven decision-making and continuous improvement.

• Collaborate with internal teams and technology partners to implement digital solutions that strengthen governance, reporting, and regulatory compliance.

• Promote a culture of continuous improvement by identifying best practices, recommending process enhancements, and supporting change management initiatives.

• Ensure automated processes maintain appropriate controls, data integrity, information security, and compliance with applicable data protection and regulatory requirements.

Position Requirements

• Bachelor’s degree

• Minimum of 5 years' experience

• Experience managing CRM or membership management systems, with demonstrated ability to improve data quality and business processes.

• Proven ability to analyse and optimise business processes, including implementing automation and digital workflow solutions.

• Excellent organisational, project management, and stakeholder relationship management skills, with the ability to manage multiple priorities.

• Strong analytical, problem-solving, and reporting skills, with proficiency in Microsoft Office (particularly Excel) and business reporting tools.

• Excellent written and verbal communication skills, with a high level of professionalism, integrity, confidentiality, and attention to detail.

General Requirements

• Proficiency in Microsoft Office 365

• Fluency in English and French or Dutch (C1 or above) is required

• Ability to manage multiple tasks and meet deadlines

• Excellent attention to detail and organisational skills

• Ability to work independently and in a multicultural team environment

• Excellent communication and interpersonal abilities

• High level of professionalism, discretion, and confidentiality

• Proactive and solution-oriented

• Ability to work legally in Belgium and to work on-site at EPC Brussels’ office