Head of Customer Engagement Benelux

In this role, you will lead the Customer Experience function for the Benelux region, shaping a premium, end-to-end customer journey. You translate insights into improvements and own the CRM strategy and communication framework across the lifecycle. You will collaborate with Sales and Marketing to ensure timely, channel-appropriate engagement and drive loyalty, advocacy, and growth. The position sits at the intersection of data, people leadership, and cross-functional delivery within a scale-up environment, offering impact across a diverse, international team.

• Own and continuously improve the end-to-end customer journey across all touchpoints
• Lead the Customer Experience operation across the Benelux markets with a focus on premium service and 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 lifecycle
• Partner with Sales and Marketing to coordinate customer communications and engagement strategies
• Monitor and improve KPIs including customer satisfaction, service levels, and operational efficiency
• Lead, coach, and develop a high-performing, customer-centric team
• Collaborate with regional and global stakeholders to deliver a consistent customer experience

• Bachelor's or Master's degree in Business, Marketing, Customer Experience, or related field
• Proven leadership experience in Customer Experience, CRM, customer operations, or related functions
• Strong knowledge of customer journey management, CRM strategy, and lifecycle communication
• Experience using customer data and insights to drive decisions
• Strong stakeholder management and cross-functional influence
• Excellent communication and leadership in a dynamic environment
• Experience within the Automotive Industry is a strong asset
• Fluency in Dutch and English; willingness to travel to Brussels, Belgium

• leadership
• stakeholder management
• communication
• customer journey management
• CRM strategy
• data-driven decision making