Senior Product Area Lead - Customer Growth & Retention

ing; Brussel; On-site; EUR 150,000 - 210,000; Full time

Job summary

ING Belgium is seeking a Product Area Lead Customer Development & Retention to own the end-to-end customer growth agenda for Private Individuals. You will set strategic direction, drive transformation, and oversee engagement, retention and digital sales initiatives within the Growth Tribe.

As a senior leader you will manage a team of 25+ direct and functional resources, shape business planning and investments, and partner with executive stakeholders to deliver must-win outcomes and sustained

Qualifications

• Master's degree or equivalent.
• 15+ years leadership in commercial growth, customer lifecycle, or digital transformation.
• Track record leading managers and multidisciplinary organisations in complex matrix environments.
• Demonstrated ownership of strategic planning, marketing investment management and transformation delivery.
• Strong executive influencing, stakeholder management and organisational leadership capabilities.
• Excellent communication and storytelling skills, with the ability to engage audiences from specialist to executive level.
• Strong ownership mentality and results-oriented leadership style, assertive
• Background in Agile ways of working within Tribes, Areas and Squads.
• Highly data-driven.

Responsibilities

• Own the Customer Development & Retention strategy, roadmap and outcomes.
• Lead transformation initiatives across customer development, engagement, retention and digital sales.
• Shape business planning, resource allocation and performance marketing investment decisions.
• Drive innovation through AI, analytics, personalisation and digital growth capabilities.
• Represent the domain in strategic decision-making forums together with the Tribe Lead Growth.
• Own annual business plans, objectives, KPIs and strategic priorities for primary mobile customer development, cross-buy and active customers.
• Manage investments and budgets across digital sales campaigns, performance marketing and retention capabilities.
• Ensure resource optimisation and sustainable commercial value creation.
• Provide strategic performance recommendations to senior management and executive stakeholders.
• Influence decisions across Product, Channels, Marketing, Communications, Analytics and Customer Intelligence.

Job description

ING Belgium is seeking a Product Area Lead Customer Development & Retention to own the end-to-end customer growth agenda for Private Individuals. You will set strategic direction, drive transformation, and oversee engagement, retention and digital sales initiatives within the Growth Tribe.

As a senior leader you will manage a team of 25+ direct and functional resources, shape business planning and investments, and partner with executive stakeholders to deliver must-win outcomes and sustained