Product Area Lead Customer Development & Retention
No salary listed
Expert
Master's
Brussels, Belgium
In Person
ProductProduct Management
About the job
Requirements
- A Master’s degree or equivalent.
- 15+ years of leadership experience in commercial growth, customer lifecycle management, digital sales, or transformation.
- A track record of 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.
- An ownership mentality and results-oriented, assertive leadership style.
- Background in Agile ways of working within Tribes, Areas, and Squads.
- A highly data-driven approach.
Responsibilities
- 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 with the Tribe Lead Growth.
- Own annual business plans, objectives, KPIs, and strategic priorities (Must Win Battles) concerning 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.
- Lead a Product Area consisting of 2 Product Leads, multiple squads, and multidisciplinary experts, including 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.
- 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’s commercial performance.
- Lead proactive churn-prevention and customer-engagement programmes using analytics and behavioural insights.
- Establish experimentation and analytics capabilities.
- Influence decisions across Product, Channels, Marketing, Communications, Analytics, Customer Intelligence, and Private Individuals.
- Present business cases, performance outcomes, and strategic recommendations to senior leadership and executive stakeholders.
- Act as accountable senior leader for first-line risk-management activities in alignment with the Tribe Lead Growth and risk stakeholders.
- Ensure regulatory, compliance, privacy, and governance requirements are embedded in all customer-growth activities of the Area.
- Lead the strategy, delivery, and evolution of the Customer Development & Retention Area.
About the company
ING provides digital banking and financial services to individuals and businesses worldwide. Its products and services include online and mobile banking, lending, payments, and advisory services designed to be frictionless so customers can make confident financial decisions. ING differentiates itself by focusing on sustainable choices, responsible lending, and sharing knowledge to help customers and partners realize their visions for a better future. The bank emphasizes empowerment over judgment and aims to finance change, partner with customers, and continuously innovate in a sustainable way. Its goal is to help people and businesses progress toward their goals while reducing barriers and making banking easier and more responsible.
Company Size
10,001+
Company Stage
IPO
Headquarters
Amsterdam, Netherlands
Founded
1991
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Simplify's Take
What believers are saying
- On 21 September 2026, ING financed GridStor's $220 million Arizona battery project.
- ING's Q2 2026 net core lending grew €15.2 billion and deposits €15.9 billion.
- ING upgraded 2026 income guidance above €24.5 billion and kept a €1.0 billion buyback.
What critics are saying
- On 5 May 2026, ING settled a Belgium money-laundering probe for €1.6 million.
- ING announced 1,250 job cuts in March 2026, including 950 Dutch roles.
- Repeated AML failures would trigger Dutch, Belgian, and ECB scrutiny, crushing ING's franchise.
What makes ING unique
- ING mixes European retail deposits with global wholesale lending, funding large project finance.
- On 30 July 2026, ING reported a 13.1% CET1 ratio and 17.0% ROTE.
- ING mobilized €86.5 billion of sustainable finance in H1 2026, led by SLLs.
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Benefits
- Health Insurance
- 401(k) Retirement Plan
- 401(k) Company Match
- Paid Vacation
- Flexible Work Hours
- Hybrid Work Options
- Family Planning Benefits
- Fertility Treatment Support
- Wellness Program
- Mental Health Support
- Phone/Internet Stipend
- Home Office Stipend