Refund & Lounge Manager Benelux

fintech and retail technology industries

The Refund & Lounge Manager BeNeLux, is responsible for the strategic and operational management of the refund process throughout the BeNeLux region, with a focus on lounges, outlets and retail sectors. The role oversees the end-to-end issuing to refunding process, including managing third-party agents and optimizing processes from in-store transactions. This includes full ownership fraud prevention and operational risks control within the region. The role also acts as a key escalation point for travelers’ and merchants’ queries. The Refund & Lounge Manager BeNeLux, is also responsible for driving digital transformation, ensuring regulatory compliance, and building effective partnerships with authorities and internal and external stakeholders.

Digitalization & Process Improvement

• Lead digital transformation projects to improve refund and fraud-related processes and reporting.
• Continuously assess and optimize the end-to-end refund journey, from issuance to traveler reimbursement.

Refund / Exit points and downtown

• Lead refund operations across harbors, train stations, downtown, and in-store issuing locations.
• Oversees and continuously improves refund network structure, infrastructure, and service delivery.
• Lead strategic initiatives and special projects aligned with company goals and MD directives.
• Ensure full compliance with internal policies and procedures to prevent fraud and operation risk.
• Manage third-party service providers and exit point authorities.
• Build and maintain strategic partnerships with internal stakeholders and governmental authorities.
• Negotiate and manage contracts with Exit point authorities to ensure optimal service levels.
• Monitor and improve the efficiency, accuracy, and service quality of all refund points that are well-supported, efficient, and meet operational needs.
• Act as the final escalation point for complex refund, validation, or fraud-related cases.
• Actively contribute to innovation and prepare operations for future developments (e.g. digital customs validation kiosks).

Team and Network Leadership

• Lead, structure, and develop refund, fraud, and operations teams to deliver service excellence.
• Develop and implement standards, training programmes, and procedures aligned with business evolution and regulatory requirements.
• Promote a high-performance culture focused on accountability and continuous improvement.

Account Management

• Build and maintain strong relationships with key stakeholders and clients to ensure long-term collaboration.
• Develop a deep understanding of client operational needs and translate them into effective solutions.
• Negotiate, manage, and periodically review Service Level Agreements (SLA).
• Handle high-impact operational issues with a strong focus on customer satisfaction and risk mitigation.
• Use data, client feedback, and fraud trends to optimize account strategies and improve service delivery.

Stakeholder & Customer Engagement

• Maintain strong relationships with key internal stakeholders, third-party agencies, and local (governmental) authorities.
• Ensure excellence in customers facing services across all channels (airports, in store, online).
• Represent the company with professionalism and strategic intent in all external interactions.

Fraud Prevention & Compliance

• Implement and oversee fraud detection and prevention strategies across the refund lifecycle.
• Ensure compliance with all relevant regulations, collaborating closely with fraud and compliance teams and other internal stakeholders e.g. commercial teams.

Main KPI’s

• Refund quality (issue- ratio, error rate, and Refund ratios).
• Drive optimalisation projects and business cases.
• Strong financial acumen and ability to manage budgets.

Competencies

• Strong leadership skills with the ability to inspire, coach and develop teams effectively.
• Excellent communicator with the ability to present complex ideas clearly and concisely.
• Good in building partnerships and negotiation skills.
• Customer-focus with a hands-on, practical approach.
• Detail-oriented with a commitment to quality and strong attention to accuracy and risk awareness.
• Independent, goal-driven, with a proactive and strategic mindset.

Skills

• Strong analytical and decision-making skills.
• Proven experience in managing complex processes with a focus on risk management.
• Proficient in fraud detection systems, CRM platforms, and ERP tools.
• Experience with process automation, refunding systems, and fraud prevention tools.
• Languages: Fluent English and Dutch (mandatory); French desirable.
• Willingness and ability to travel frequently across region.

Qualifications and education requirements

• Minimum 5+years of experience in leadership and business development within fintech and retail technology industries.
• Demonstrated track record of success in leading regional operations and managing complex stakeholders.
• Bachelor’s degree in business, Economics, Operations, Finance, or related field.
• Extensive experience in leading regional operations in international regulated sales environments.
• Proven ability to deliver revenue growth, build teams, and position solutions strategically.