Let us describe the challenge we offer
We are looking for an experienced Head of Customer Engagement to lead and elevate the customer journey across the Benelux region.
In this role, you will be responsible for creating a seamless and premium customer experience across all touchpoints, driving customer loyalty, advocacy, and business growth. You will lead the Customer Experience function, translate customer insights into meaningful improvements, and ensure strong alignment between customer needs and business objectives.
You will provide strong day-to-day leadership to the local teams and work closely with the Customer Service Team Leads in each market, coaching and supporting them in developing their leadership capabilities and running effective operations.
You will take ownership of service quality, operational performance, team development and continuous improvement, while ensuring that customer feedback is translated into concrete actions across the organization. This is therefore a role for someone who enjoys being close to the operation, the teams and our customers, rather than leading solely from a strategic level.
As our Customer Service organization matures, the scope of the role will progressively broaden towards customer engagement, CRM and lifecycle communication. We therefore see experience within CRM and customer journey management as an important capability that will help us build a more integrated and future-proof customer engagement approach over time.
What you'll do
Lead and continuously develop the Customer Service operation across Belgium and the Netherlands, ensuring premium service delivery and strong operational performance.
Provide hands-on day-to-day leadership, guidance and coaching to the local Customer Service Team Leads and their teams.
Develop the capabilities of the Team Leads, strengthening their ownership, leadership skills and ability to independently manage their local operations over time.
Monitor and improve operational performance, including customer satisfaction, service levels, efficiency and employee engagement.
Identify recurring customer issues and operational challenges and translate these into concrete improvements together with relevant stakeholders.
Drive Voice of the Customer initiatives and ensure customer insights are shared and acted upon across the organization.
Foster a strong customer-centric culture and continuously improve the end-to-end customer experience.
Partner closely with Sales, Marketing and other functions to ensure a consistent customer journey and resolve cross-functional customer experience issues.
Over time, further develop our customer engagement approach, including customer communication journeys, CRM programs, loyalty and retention initiatives.
Collaborate closely with regional and global stakeholders to ensure alignment while addressing the specific needs of the Benelux markets.
You will be part of the Belgian and Netherlands Management Team.
Who you are
Bachelor's or Master's degree in Business, Marketing, Customer Experience, or a related field.
Proven leadership experience within Customer Experience, CRM, customer operations, or related customer-facing functions.
Strong knowledge of customer journey management, CRM strategy, customer engagement, and lifecycle communication.
Experience working with customer data and insights to drive business decisions and improve customer outcomes.
Strong stakeholder management skills with the ability to influence across functions and markets.
Excellent communication and leadership capabilities in a dynamic, fast-paced environment.
Experience within the Automotive Industry is a strong asset.
Strong knowledge of Dutch and English is required. As you are responsible for the Benelux region, you will also need to travel regularly to the Polestar office in The Netherlands (Beesd).
At Polestar, you will be part of a cross-functional and international team, with English as a natural language for written and spoken communication. Since Polestar’s in a scale-up phase you thrive by working in a fast-paced environment.
People at Polestar
We know that a change is needed. We also know that each one of us can help bring about that change. Our commitment to becoming climate-neutral by 2040 is just as important to us as being inclusive, diverse, and innovative. Together, we are creating, collaborating and experimenting to usher in a new era of sustainable mobility.
We are an electric performance brand, determined to improve the society we live in.
Is this you? If you are interested in joining the Polestar crew, don't wait with submitting your application. We apply a continuous selection process and the job post will be open until the position is filled.
Are you ready for the journey? Which is electric by the way...