Description
We are looking for an experienced Head of Customer Engagement to lead and elevate the customer journey across the Benelux region.
In this role, you will be responsible for creating a seamless and premium customer experience across all touchpoints, driving customer loyalty, advocacy, and business growth.
You will lead the Customer Experience function, translate customer insights into meaningful improvements, and ensure strong alignment between customer needs and business objectives.
A key part of the role is owning the customer communication framework and CRM strategy across the customer lifecycle.
Working closely with Sales and Marketing teams, you will ensure customers receive the right communication through the right channels at the right time, creating a consistent and engaging experience.
Responsibilities
- Own and continuously improve the end-to-end customer journey across all touchpoints.
- Lead the Customer Experience operation across the Benelux markets, ensuring premium service delivery and strong operational performance.
- Drive Voice of the Customer initiatives and translate insights into tangible improvements.
- Develop customer loyalty, retention, and community engagement strategies.
- Define and optimize customer communication journeys and CRM programmes across the customer lifecycle.
- Partner with Sales and Marketing to coordinate customer communications and engagement strategies.
- Monitor and improve key performance indicators, including customer satisfaction, service levels, employee engagement, and operational efficiency.
- Lead, coach, and develop a high-performing customer-centric team.
- Collaborate closely with regional and global stakeholders to deliver a consistent customer experience.
Requirements
- Bachelor's or Master's degree in Business, Marketing, Customer Experience, or a related field.
- Proven leadership experience within Customer Experience, CRM, customer operations, or related customer-facing functions.
- Strong knowledge of customer journey management, CRM strategy, customer engagement, and lifecycle communication.
- Experience working with customer data and insights to drive business decisions and improve customer outcomes.
- Strong stakeholder management skills with the ability to influence across functions and markets.
- Excellent communication and leadership capabilities in a dynamic, fast-paced environment.
- Experience within the Automotive Industry is a strong asset.
- Strong knowledge of Dutch and English is required.