Area Lead Customer Development and Retention (AI)

Location: Bruxelles Avenue Marnix (ING), Belgium

Company

hirify.global operates within ING Belgium’s Growth Tribe serving Private Individuals.

What you will do

• Own the end-to-end Customer Development & Retention strategy, roadmap, transformation agenda, and business outcomes.
• Lead customer development, digital sales, engagement, retention, cross-sell, customer value, and proactive churn-prevention programmes.
• Own annual business plans, objectives, KPIs, Must-Win Battles, resource allocation, and significant investments across digital sales campaigns, performance marketing, and retention capabilities.
• Lead a Product Area comprising 2 Product Leads, multiple squads, 25+ direct resources, and 10 functional resources.
• Build organisational capability through succession planning, talent development, coaching, prioritisation, and execution across interconnected growth initiatives.
• Represent the domain in strategic forums and influence Product, Channels, Marketing, Communications, Analytics, Customer Intelligence, Private Individuals, senior management, and executive stakeholders.

Requirements

• Master’s degree or equivalent.
• 15+ years of leadership experience in commercial growth, customer lifecycle management, digital sales, or transformation.
• Experience 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, organisational leadership, ownership, and results-oriented leadership capabilities.
• Excellent communication and storytelling skills, including the ability to engage specialist and executive audiences.
• Background in Agile ways of working within Tribes, Areas, and Squads.
• Highly data-driven approach.
• Accountability for first-line risk management, regulatory, compliance, privacy, and governance requirements within the area.

Culture & Benefits

• Full-time role within the Growth Tribe and Customer Development & Retention Area.
• Work in a multidisciplinary, matrixed organisation with interconnected growth initiatives.
• Focus on building a high-performance culture, organisational capabilities, succession plans, and talent development.
• Responsibility for sustainable commercial value creation and customer growth performance.