Expert Lead Growth Strategy / Customer acquisition, development and retention – Growth, Retail Belgium
We redefine banking. What about you?
At ING we have the bold ambition to create the most personal and impactful mobile led financial experience for our customers, while making a positive contribution to the society and the world we live in. The Tribe Growth is at the heart of these ambitions.
Your role & responsibilities:
As Expert Lead Growth Strategy / Customer acquisition, you will act as senior strategic partner to both the Product Area Lead of Customer Interactions and Analytics and the Tribe Lead of Growth. You’ll will report hierarchically to the Product Area Lead of Customer Interactions and Analytics (?), and functionally also to the Tribe Lead of Growth.
You are the connecting point between the products, channels and segments into maximizing the development (ie acquisition, product penetration, cross sell/upsell, deep-sell and retention) of our customer base, leveraged on the knowledge (data and predictive models) of our customers.
In summary, your mission is to:
Develop and orchestrate a centralized customer development strategy, liaising with the different product tribes, segments and channel teams
Lead specific allocated teams of Personalization, analytics and Digital sales teams to co-design and implement specific commercial approaches per customer sub-segment
Create a structural approach based on iterative learning for cross-channel commercial approach, (optimized solution from a conversion and cost perspective leveraging a combination of our different channels )
Play an active role in defining and shaping our retail customer development strategy
Prepare and syndicate all Growth-related updates towards executive leadership (BoD, MBB, ExCo, etc.)
Lead other strategic important projects related to our Retail strategic growth objectives (e.g., One Bank approach Retail/Business banking)
What are we looking for?
We are looking for an experienced digital professional and inspiring leader. You are highly analytical, able to empower senior management and experts and have a strong customer focus. You can deal with a complex stakeholder field and are able to prioritize product demands and explain sequence of implementation. You understand technical concepts and can navigate complexity and uncertainty, connecting the dots and prioritizing for impact.
You are an excellent communicator, both in writing as in presenting. You can not only set out and communicate the direction, but you are passionate and perseverant to make things happen. You are a good listener and able to convert feedback in even more valuable solutions. You are creative and brave to reinvent things and challenge the status Quo. You lead by example and set the example on data-driven decision making.
Your competences :
You have a Master Degree in Business or Engineering, combined with an MBA or equivalent through experience
You have gained experience in a top-tier strategy consulting firm or similar field, ideally up to Engagement Manager / Project Leader level. Experience in the financial services industry is considered a plus
You have strong commercial focus and have the analytical skills to identify relevant opportunities and take data driven decisions
You have strong project management and change management skills
You have experience in dealing with senior management and translating business strategies into actionable roadmaps
You have excellent communication skills, both in writing as in presenting
You are a results-oriented leader with a proven track record in working with diverse and multidisciplinary teams of CJEs, data analysts, designers and engineers
You are empathetic, able to create connection with and influence senior stakeholders
You have strong knowledge of existing and emerging digital, data and martech technologies
You have an ambitious, pro-active and positive mindset and are willing to go the extra mile
You are fluent in English, both in…