Operations & Commercial Support – Global Loyalty

This vacancy is for Operations & Commercial Support – Global Loyalty at ING Bank.

Role and responsibilities

As Operations & Commercial Support – Loyalty, you play a pivotal role in ensuring the smooth operational, financial and commercial functioning of ING’s Loyalty propositions (including ING Punten, Dealwise and Beyond Banking partnerships).

You are the central point of coordination between Customer Service, Finance, Fulfilment, Marketing, external suppliers and category partners. By owning operational processes end-to-end, you enable the commercial teams to focus on growth, partnerships and innovation, while safeguarding accuracy, efficiency and compliance in day-to-day operations.

This role combines hands-on operational execution with analytical and category-oriented responsibilities, and is critical to the scalability and reliability of the Loyalty ecosystem.

Key responsibilities

Operational ownership & coordination

• Act as first point of contact for operational escalations coming from Customer Service
• Coordinate and align daily operations with warehouse & fulfilment
• Own and optimise administrative and operational processes, including returns and exception handling
• Manage user access and authorisations in operational systems and admin portals
• Ensure First Time Right (FTR) handling of customer issues and operational corrections

Financial administration & invoicing

• Own end-to-end invoice validation and processing for suppliers and logistics partners
• Check monthly invoices for correctness and maintain financial overviews
• Prepare and manage PO budgets on an annual basis
• Monitor invoice and PO status in finance systems (e.g. eProfit) and follow up on outstanding items
• Prepare and issue credit notes where required
• Act as operational liaison with Finance and Business Support

Commercial Support

• Support category management for selected (non-key) partners
• Coordinate onboarding of new suppliers, including:

• Contract setup
• System and process alignment
• Internal stakeholder coordination

• Prepare supplier and performance updates (sales, conversion, stock, margin)
• Analyse assortment performance, including sales, conversion, inventory and margin
• Review and approve price changes in line with agreed governance

Reporting & analytics

• Prepare and maintain monthly operational and performance reports
• Provide insights on stock levels, logistics flows and financial performance
• Support forecasting activities (short-term and annual)
• Translate operational data into clear insights for stakeholders

Marketing & campaign alignment

• Align with Marketing on campaign planning and communication
• Support execution of campaigns from an operational readiness perspective
• Ensure product availability, pricing and fulfilment are aligned with campaigns

Relationship & event coordination

• Support the annual organisation of the ING Loyalty Relatiedag
• Coordinate internal and external stakeholders involved in Loyalty events
• Contribute ideas and execution support for customer-facing initiatives

How to succeed

Experience & background

• Several years of experience in operations, commercial support, category management or supply chain–related roles
• Strong affinity with financial administration and invoicing processes
• Experience working with external suppliers and logistics partners
• Comfortable operating in a complex stakeholder environment

Skills & competencies

• Highly structured and detail-oriented, without losing sight of the bigger picture
• Strong analytical skills; able to turn data into actionable insights
• Hands-on, proactive and ownership-driven
• Strong coordination and communication skills
• Able to balance operational execution with commercial priorities
• Fluent in Dutch and English

Why this role matters

This role is a key enabler of ING’s Loyalty and Beyond Banking strategy. By ensuring operational excellence, financial accuracy and supplier performance, you directly contribute to customer satisfaction, scalability and sustainable growth of the proposition.

Rewards & benefits

• A salary indication tailored to your qualities and experience
• 25 - 28 vacation days depending on contract hours
• Attractive pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• Hybrid working to blend home working for focus and office working for collaboration and co-creation