Engagement Lead

Step into the heart of growth and innovation and help shape our ambition to become the leading mobile bank in the Netherlands.

Within the Growth Accelerator 18 to 30, we build the future of mobile banking and drive customer growth at scale. We translate customer behavior and performance data into sharp insights and well-founded decisions and turn these into scalable solutions with a direct impact on both customer experience and commercial results. Together, we drive impact from start to finish, from defining the right customer problem to experimenting, building, launching and continuously improving our solutions. We value speed and action. As a dedicated unit with a clear focus and decision-making autonomy, we do not get stuck in reports. We turn insights directly into choices, actions and measurable results. Together, we are building the future of banking through strong propositions, smart products and digital experiences that truly make a difference for young people.

You & your job

As Engagement Lead, you are responsible for activating, engaging and retaining customers across 18 to 30-year-olds. You turn customers into lasting customer relationships by designing and optimising the customer lifecycle, delivering personalised engagement journeys and driving customer value at scale.

You provide functional leadership to a multidisciplinary engagement team consisting of business analysts, digital conversion managers, CRM campaigners, decisioning analysts and data formulators. You identify new opportunities, create focus, alignment and measurable business impact.

Top 3 responsibilities

1. Own the customer lifecycle strategy. Define and continuously optimise the activation, engagement and retention strategy across the entire proposition and all customer journeys. You ensure customers discover, adopt and actively use the products and services that matter most to them.
2. Build a world-class engagement engine. Scale personalised marketing capabilities using CRM, behavioural triggers, customer insights, decisioning and experimentation. Create relevant customer interactions that increase engagement and loyalty.
3. Drive measurable customer growth. Own engagement metrics that matter. Use data and experimentation to improve activation, increase product usage, strengthen the relationship and ensure customers stay with us for the long run.

Responsibilities and accountabilities

• Own the end-to-end activation, engagement and retention strategy for the Accelerator.
• Define and optimise lifecycle journeys for new and existing customers.
• Optimise and develop personalised engagement programmes that drive product adoption and behavioural change.
• Translate customer data and analytics into meaningful and actionable engagement strategies.
• Lead conversion optimisation initiatives.
• Drive CRM excellence, including segmentation, targeting, automation and customer communications.
• Establish and scale experimentation frameworks, including A/B testing strategies and behavioural interventions.
• Define decision logic and next-best-action strategies to increase relevance and customer value.
• Work closely with Product, Growth, Design and Data teams to ensure seamless customer experiences.
• Functionally steer your cross-functional team on engagement and activation, including data science.

Working on yourself & the world around you

At Rabobank, we place equal importance on your personal development and the progress of society. That is why we invest in you while working together towards a better world.

This is reflected in your personal development budget, our hybrid working environment, and a strong focus on maintaining a healthy work-life balance. You will have the opportunity to contribute not only to banking services for our private and business clients, but also to addressing broader societal challenges such as the food and energy transitions.

You & your talent

• Strong experience (8+ years) in Growth, CRM, Customer Lifecycle Management, Digital Marketing, Conversion Optimisation or Customer Engagement.
• Proven track record in building engagement and retention programmes in digital-first environments.
• Strong experience in customer analytics, experimentation and personalisation at scale.
• Proven experience in leading a multidisciplinary team.
• Strong understanding of CRM, customer journeys and lifecycle marketing, preferably in banking or financial environments.
• Comfortable working in ambiguous, fast-moving growth environments.
• You are customer obsessed, entrepreneurial and outcome driven.
• Always curious and continuously learning new skills.
• You have a Master’s degree in Growth or Digital Marketing, Financial economics, Data science or equivalent capability built through experience.

Please note that we are currently only considering candidates who are already based in the Netherlands. Relocation and visa sponsorship are not available for this position.