Area Lead Customer Development and Retention

h3Product Area Lead Customer Development Retention /h3pGrowth Tribe Belgium | Private Individuals /ph3Mission /h3pThe 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. /ph3Strategic Leadership Transformation /h3ulliOwn the Customer Development Retention strategy, roadmap and outcomes. /liliLead transformation initiatives across customer development, engagement, retention and digital sales. /liliShape business planning, resource allocation and performance marketing investment decisions. /liliDrive innovation through AI, analytics, personalisation and digital growth capabilities. /liliRepresent the domain in strategic decision-making forums together with the Tribe Lead Growth. /li /ulh3Business Planning Financial Accountability /h3ulliOwn annual business plans, objectives, KPIs and strategic priorities (Must win battles) with regard to primary mobile customer development, cross-buy and active customers. /liliManage significant investments and budgets across digital sales campaigns, performance marketing and retention capabilities. /liliEnsure resource optimisation and sustainable commercial value creation. /liliProvide strategic performance recommendations to senior management and executive stakeholders. /li /ulh3Leadership Organisational Capability /h3ulliLead a Product Area consisting of 2 Product Leads, multiple squads and multidisciplinary experts (25+ direct and 10 functional resources). /liliBuild organisational capabilities, succession plans and talent development frameworks. /liliCoach Product Leads and senior experts while building a high-performance culture. /liliDrive alignment, prioritisation and execution across interconnected growth initiatives. /li /ulh3Customer Growth Commercial Ownership /h3ulliOwn customer development, digital sales, engagement, retention, cross-sell and customer value outcomes (CPA). /liliOwn senior-management KPIs and Must-Win Battles contributing to ING Belgium commercial performance. /liliLead proactive churn prevention and customer engagement programmes using analytics and behavioural insights. /liliEstablish best-in-class experimentation and analytics capabilities. /li /ulh3Stakeholder Leadership /h3ulliInfluence decisions across Product, Channels, Marketing, Communications, Analytics, Customer Intelligence and Private Individuals as a broader organisation. /liliPresent business cases, performance outcomes and strategic recommendations to senior leadership and executive stakeholders. /li /ulh3Risk, Regulatory Governance Leadership /h3ulliAct as accountable senior leader for first-line risk management activities within the area in alignment with Tribe Lead Growth and risk stakeholders. /liliEnsure regulatory, compliance, privacy and governance requirements are embedded in all customer growth activities of the Area. /li /ulh3Experience Competencies /h3ulliMaster’s degree or equivalent. /lili15+ years leadership experience in commercial growth, customer lifecycle management, digital sales or transformation. /liliTrack record leading managers and multidisciplinary organisations in complex matrix environments. /liliDemonstrated ownership of strategic planning, marketing investment management and transformation delivery. /liliStrong executive influencing, stakeholder management and organisational leadership capabilities. /liliExcellent communication and storytelling skills, with the ability to engage audiences from specialist to executive level. /liliStrong ownership mentality and results-oriented leadership style, assertive /liliBackground in Agile ways of working within Tribes, Areas and Squads. /liliHighly data-driven. /li /ulh3Reporting Line and Classification /h3pbCustomer Development Retention PAL /b reports hierarchically to the bTribe Lead Growth /b and operates within the bGrowth Tribe /b. /ppThe role leads the bCustomer Development Retention Area /b and is accountable for the strategy, delivery, evolution of this Area. /p