CUSTOMER ENGAGEMENT DIRECTOR EMEA

CUSTOMER ENGAGEMENT DIRECTOR EMEA

• Place: Venlo (NL) or Stuttgart (GE)
• Type: Hybrid, full-time
• Level: Senior

Within Belden’s Commercial Operations Team, the Customer Engagement Director is responsible for orchestrating an exceptional, consistent customer experience throughout the customer journey. From initial inquiry and quote processing to order entry, order management, and repair/warranty support, this role drives optimal customer engagement and maximum operational efficiency. You will lead and develop high-performing teams, champion the adoption of digital tools, and continuously improve processes to meet Belden's growth targets and elevate customer satisfaction. Your strategic vision and leadership will ensure that every customer interaction reinforces Belden’s commitment to excellence and innovation.

You will make an impact in the following way:

• Champion a customer-centric culture across the organization and develop capabilities for exceptional customer interaction.
• Lead, mentor, and develop high-performing teams responsible for key customer engagement activities, including quoting, order entry, order management, and post-sales support.
• Ensure seamless and consistent customer experience throughout the entire lifecycle, from pre-sales information (quotes, pricing, availability) to post-sales order management (order status, order entry, delivery, repair/warranty).
• Optimize customer-facing processes (quotes, orders, inquiries) and drive continuous improvement initiatives to enhance efficiency and quality.
• Leverage digital tools and innovative solutions to improve customer engagement and operational performance.
• Define, monitor, and report KPIs for customer experience, engagement quality, and process effectiveness.
• Collaborate cross-functionally to integrate processes and strengthen customer relationships, supporting growth and retention goals.
• Drive customer relationship development strategies to support Belden's growth targets and enhance customer retention and loyalty.

What you will bring:

• Completed bachelor’s or master’s degree in Business Administration, Engineering, or a related field.
• A strong customer-centric mindset with a passion for delivering outstanding customer experiences.
• Proven experience in a senior leadership role focused on customer engagement, customer care, or commercial operations.
• Demonstrated ability to lead, develop, and inspire high-performing teams.
• Strong understanding of customer journey mapping, customer experience best practices, and operational efficiency principles.
• Experience with digital transformation initiatives and leveraging technology to enhance customer interactions and streamline processes.
• Excellent analytical skills with the ability to establish and interpret KPIs to drive continuous improvement.
• Exceptional communication, negotiation, and interpersonal skills, with the ability to collaborate effectively with diverse internal and external stakeholders.
• Proficiency in English (written and verbal); additional languages are a plus.