Head of Customer Engagement Benelux

About the role

Polestar is looking for an experienced Head of Customer Engagement to lead and elevate the customer journey across the Benelux region. The role leads the Customer Experience function, owns the customer communication framework and CRM strategy across the customer lifecycle, and works closely with Sales and Marketing to make sure customers receive the right communication through the right channels at the right time.

Key responsibilities

• Own and continuously improve the end-to-end customer journey across all touchpoints.
• Lead the Customer Experience operation across the Benelux markets, ensuring premium service delivery and strong operational performance.
• Drive Voice of the Customer initiatives and turn insights into tangible improvements.
• Develop customer loyalty, retention and community engagement strategies.
• Define and optimise customer communication journeys and CRM programmes across the customer lifecycle.
• Partner with Sales and Marketing on customer communications and engagement strategies.
• Monitor and improve KPIs such as customer satisfaction, service levels, employee engagement 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.

Required profile

• Bachelor's or Master's degree in Business, Marketing, Customer Experience or a related field.
• Proven leadership experience in Customer Experience, CRM, customer operations or similar customer-facing functions.
• Strong stakeholder management skills and the ability to influence across functions and markets.
• Excellent communication and leadership abilities in a fast-paced environment.
• Experience in the automotive industry is a strong asset.
• Regular travel to the Polestar office in Beesd, The Netherlands, is required.

Required skills

• Customer journey management, CRM strategy and customer engagement.
• Use of customer data and insights to drive business decisions.
• Dutch and English; English is the natural language of the team.