Area Lead Customer Development and Retention

ING is hiring an Area Lead Customer Development and Retention. Level rates it ; you can apply on ING.

Level's read on this job

Level rates this role Uses AI ●●○○: an ordinary role that requires AI tools.
The posting mentions AI, customer retention and growth strategy among its tools and skills.
Level classes it as an executive role.
ING has 714 other open roles on Level.
Posted within the past week.

AI in this role

Lead customer development, engagement, and retention strategies using analytics, behavioural insights, and AI capabilities.

customer-retentiongrowth-strategyanalyticschurn-prevention

Product Area Lead Customer Development & Retention

Growth Tribe Belgium | Private Individuals

Mission

The 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.

Strategic Leadership & Transformation

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 together with the Tribe Lead Growth.

Business Planning & Financial Accountability

Own annual business plans, objectives, KPIs and strategic priorities (Must win battles) with regard to 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.

Leadership & Organisational Capability

Lead a Product Area consisting of 2 Product Leads, multiple squads and multidisciplinary experts (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.

Customer Growth & Commercial Ownership

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 commercial performance.
Lead proactive churn prevention and customer engagement programmes using analytics and behavioural insights.
Establish best-in-class experimentation and analytics capabilities.

Stakeholder Leadership

Influence decisions across Product, Channels, Marketing, Communications, Analytics, Customer Intelligence and Private Individuals as a broader organisation.
Present business cases, performance outcomes and strategic recommendations to senior leadership and executive stakeholders.

Risk, Regulatory & Governance Leadership

Act as accountable senior leader for first-line risk management activities within the area in alignment with Tribe Lead Growth and risk stakeholders.
Ensure regulatory, compliance, privacy and governance requirements are embedded in all customer growth activities of the Area.

Experience & Competencies

Master’s degree or equivalent.
15+ years leadership experience in commercial growth, customer lifecycle management, digital sales or transformation.
Track record 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.
Strong ownership mentality and results-oriented leadership style, assertive
Background in Agile ways of working within Tribes, Areas and Squads.
Highly data-driven.

Reporting Line and Classification

The Customer Development & Retention PAL reports hierarchically to the Tribe Lead Growth and operates within the Growth Tribe.

The role leads the Customer Development & Retention Area and is accountable for the strategy, delivery, evolution of this Area.

How we rate this

Area Lead Customer Development and Retention at ING rates 45 out of 100 for how much of the daily work is AI. That makes it Uses AI (AI Level 2 of 4). The level is about AI in the job, not seniority.

Classification

Uses AI. An ordinary role that requires AI tools.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Area Lead Customer Development and Retention is an open job at ING.
Level rates this role AI Level 2 of 4: Uses AI.
The role is based in Bruxelles Avenue Marnix (ING).
The job was posted on October 22, 2026.
Seniority: executive.
Applications are handled by ING. Apply on ING

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Customer RetentionGrowth StrategyAnalyticsChurn PreventionAI

Questions you could be asked

Tell me about a project where customer retention was part of your work. What did you do?
Tell me about a project where growth strategy was part of your work. What did you do?
Tell me about a project where analytics was part of your work. What did you do?
Tell me about a project where churn prevention was part of your work. What did you do?
Walk me through how you've used AI in your day-to-day work.

Adapt your resume

List these exact terms on your resume: Customer Retention, Growth Strategy, Analytics, Churn Prevention, and AI. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Put the AI tool in a bullet point about what you did, not just in a skills list. This role treats it as a required part of the job.

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