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Full-time ⏳ Short term (< 6 months)

Posted by: I @ing_ATS

ING

ING is a banking company headquartered in Netherlands. Careers hosted on Workday (seed data).

Location 📍 Bruxelles Avenue Marnix (ING)

Timezone 🕒

Posted Date 📅 2026-10-23 03:26

Views 👁️ 22 views

Product Area Lead Customer Development & Retention Growth Tribe Belgium | Private Individuals Mission The Product Area Lead Customer Development & Retention is accountable for ING Belgium’s end-to-end customer development agenda across the Private Individuals segment, owning the strategic direction, execution and transformation of customer development, engagement and retention. As a senior leader within the Growth Tribe, the role owns strategic business outcomes, must-win battles, long-term capability development, investment prioritisation and overall customer growth performance. The role reports to the Tribe Lead Growth. Strategic Leadership & Transformation • 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. Business Planning & Financial Accountability • Own annual business plans, objectives, KPIs and strategic priorities (Must win battles) with regard to primary mobile customer development, cross-buy and active customers. • Manage significant 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. Leadership & Organisational Capability • Lead a Product Area consisting of 2 Product Leads, multiple squads and multidisciplinary experts (25+ direct and 10 functional resources). • Build organisational capabilities, succession plans and talent development frameworks. • Coach Product Leads and senior experts while building a high-performance culture. • Drive alignment, prioritisation and execution across interconnected growth initiatives. Customer Growth & Commercial Ownership • Own customer development, digital sales, engagement, retention, cross-sell and customer value outcomes (CPA). • Own senior-management KPIs and Must-Win Battles contributing to ING Belgium commercial performance. • Lead proactive churn prevention and customer engagement programmes using analytics and behavioural insights. • Establish best-in-class experimentation and analytics capabilities. Stakeholder Leadership • Influence decisions across Product, Channels, Marketing, Communications, Analytics, Customer Intelligence and Private Individuals as a broader organisation. • Present business cases, performance outcomes and strategic recommendations to senior leadership and executive stakeholders. Risk, Regulatory & Governance Leadership • Act as accountable senior leader for first-line risk management activities within the area in alignment with Tribe Lead Growth and risk stakeholders. • Ensure regulatory, compliance, privacy and governance requirements are embedded in all customer growth activities of the Area. Experience & Competencies • Master’s degree or equivalent. • 15+ years leadership experience in commercial growth, customer lifecycle management, digital sales or 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. Reporting Line and Classification The Customer Development & Retention PAL reports hierarchically to the Tribe Lead Growth and operates within the Growth Tribe. The role leads the Customer Development & Retention Area and is accountable for the strategy, delivery, evolution of this Area. — This position is managed in the company's applicant tracking system (Req. ID REQ-10123441). Use the "Apply External" button to apply on the company career site.

# REQ-10123441 # ATS import

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