Customer Advocacy Lead, Europe

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice.

As the Customer Advocacy Lead, Europe, you will be responsible for elevating both Adyen’s voice and the voice of our merchants across the payments ecosystem. This role sits at the intersection of customer engagement, industry influence, and thought leadership, ensuring that Adyen is not only delivering exceptional experiences but also shaping the future of commerce alongside its customers.

You will build and lead critical advocacy initiatives, including Customer Advisory Boards, executive engagement programs, and merchant communities. By embedding customers more directly into our product innovation lifecycle and amplifying their perspectives externally, you will help position Adyen as a trusted strategic partner and industry thought leader.

A key focus of this role is increasing the visibility of Adyen’s deep expertise, translating it into compelling narratives, actionable insights, and influential industry participation. You will leverage Adyen’s global merchant base and scale to proactively influence partners, industry bodies, and regulatory stakeholders, ensuring both Adyen and its customers have a strong voice in shaping the future of payments.

What you’ll do

Customer Advocacy & Community Building

• Design, launch, and steward the Customer Advisory Board for strategic merchants across Europe
• Build and scale merchant communities and executive engagement programs to deepen relationships and foster peer collaboration
• Partner cross-functionally to drive adoption of community initiatives and embed advocacy into the customer lifecycle
• Integrate customer perspectives directly into internal & external decision-making and innovation processes

Industry Influence & Advocacy

• Influence external stakeholders, including card networks and industry partners, by representing both Adyen and merchant perspectives
• Translate emerging industry trends, regulatory changes, and ecosystem developments into actionable insights for internal teams and customers
• Represent Adyen in key industry boards, forums, and working groups
• Amplify the merchant voice within these bodies to help shape industry standards and direction
• Proactively leverage Adyen’s scale and customer base to influence key partners and drive meaningful ecosystem change

Thought Leadership & Brand Amplification

• Develop and publish high-impact thought leadership content that showcases Adyen’s expertise and merchant success
• Lead conference speaking strategy, including content development and preparation
• Partner with Marketing, PR, and Communications to amplify Adyen’s brand through media, events, and industry channels
• Collaborate on event strategy and prioritization to maximize customer and market impact

Who You Are

• 5+ years of experience in customer advocacy, customer marketing, product, strategy, partnerships, or related roles within B2B SaaS, fintech, risk or payments
• Proven track record building and scaling Customer Advisory Boards, executive engagement programs, and customer communities
• Experience engaging enterprise and strategic accounts, including influencing C-suite stakeholders
• Demonstrated ability to shape product strategy and roadmaps through customer insights and market feedback
• Deep understanding of the payments ecosystem and ability to translate industry trends into actionable insights
• Experience representing a company in industry forums and influencing external stakeholders (e.g., regulators, partners, networks)
• Proven ability to lead cross-functional initiatives in a global, matrixed organization
• Strong executive presence with the ability to influence internal and external audiences
• Exceptional storytelling, thought leadership, and public speaking skills
• Entrepreneurial, strategic mindset with a passion for elevating the customer voice and scaling new initiatives