Customer & Digital Experience Specialist - Utrecht

  • Plaatsingsdatum: 31-10-2019
  • Vacaturenummer: 22467
Context of the Function

ABN AMRO Asset Based Finance, N.V. (ABF), located in Utrecht (the Netherlands), is internationally cross border organised and has operating companies in Germany, Belgium, France, the United Kingdom and the Netherlands. ABF is designed as a subsidiary of ABN AMRO Commercial Banking. ABF provides Leasing and Commercial Finance/Asset Based Lending solutions. We want to be ONE organisation providing asset based finance solutions to small, corporate and international business clients, distributing our products through omni channel, digitally (providing standard solutions and convenience) as well through personal sales (providing a coverage model for complex solutions and expertise).We want to be a leader in the Netherlands and the fastest grower in other countries we operate in. We need to be responsive to continuous changing client preferences and clients deciding which channel they want to use: digital or personal. So we will devote maximum efforts to build and further improve our automated and digital capabilities, whilst becoming more efficient in structuring tailored ABF solutions. We will support clients making their business sustainable and circular by providing relevant ABF-solutions.

Your working environment

We are a small marketing team with big ambitions, trying to build a bridge from our as is “brochure wear” websites to a future service ecommerce model. That is why we are looking for a person who wants to use their significant ecommerce and marketing automation experience to design, shape and execute the implementation of our transformation. As a senior member of the Marketing department the Customer & Digital Experience Specialist will be the driving force behind the improvement of digital services for our business customers.

Areas of result

The Customer & Digital Experience Specialist will have a clear understanding of the future service model and a strong vision of how to build the bridge towards it. You will be the architect of our digital marketing strategy as well as managing the digital marketing roadmap of tactical activities which translate this strategy into execution.  Implementation
Lead and implement (or manage agency implementation) the digital marketing strategy for ecommerce development including marketing automation tooling, CMS and CRM connectivity, UX experience and customer journey mapping. Managing cost effective and targeted source traffic via the entire SEA marketing mix, SEO, Awards, display and affiliates as well as social media, emarketing and targeted campaign activity. You will be a conversion specialist, working with colleagues in Sales to manage the onward customer journey and work across the process to increase the conversion rate and prevent drop offs.  Working alongside colleagues to promote success and learnings with evaluation in a test and learn approach using Google analytics, tag manager metrics and customer engagement metrics for continuous improvement. Cooperation & Stakeholder management
Takes initiatives and stimulates/optimize the cooperation within ABN AMRO in a formal and informal matter, aimed at realizing cooperation benefits and win win situation for all parties involved. Stimulates cooperation on all levels with the other departments within ABF, to ensure an optimal usage of the market potential. Change management
Supports the Head of Channel Marketing to guide and coach the team and wider business through the transitional phases to become a futureproof team. Acknowledges the benefits of innovation for the four different channels and is able to asses the effect an innovation can have on such a channel. Maintains contact with relevant stakeholder in and outside the organisation (AAB, ABL Associations, partners, agencies etc.) Cost awareness
Ensures a good cost control of the direct digital budget allocation and agency management.  Periodically evaluates return on investment and cost of sale per campaign activity. Takes measures when the results do not justify the expenditure.

AIM of the Function

As a Customer & Digital Experience Specialist, you stand for an optimal digital service for all our business customers. To do this, you will work with your direct colleagues (including digital marketing and online content expertise) and internal stakeholders on an ideal customer journey. Having the ability to see the bigger picture, you will use your extensive ecommerce experience to offer up new ideas and take ownership of the end to end digital journey.Your advice will be recorded in a clear recommendation and a concrete approach for implementation to the Product Owner and other stakeholders, with whom you will also be working. This is a real opportunity to make an impact on not only the business but an entire industry and will appeal to those seeking autonomy, entrepreneurial and agile thinking in order to meet the challenge.  Pioneering the end to end digital customer journey for this industry will be heavily grounded in improving digital sales optimisation as you design and execute strategies to target and convert.

Your profile

Job specific knowledge

  • The Customer & Digital Experience Specialist is responsible for the ecommerce and marketing automation development and sales conversion. You will drive forward our digital marketing capabilities and technology solutions to enable ABF to make a step-change in this critical area.    main responsibilities include:
  • 5 years+ digital ecommerce experience – design strategy and delivery.
  • Experience owning, formulating and driving the implementation of  ecommerce website development including marketing automation tooling
  • Strong experience of driving customer-orientated improvement processes
  • Strong experience in briefing and managing digital agencies
  • Strong understanding of the IT landscape and what the business implications are
  • Experience of identifying, targeting and finding creative ways to communicate with customers. Including campaign and content development and digital outreach, email marketing, social media etc
  • Proven SEA capability: Adwords, Display, SEO (lead generation)

 Job specific competences

  • Managing dialogues, influences perspectives, by actively listening and displaying empathy within the different cultures. Adapts to the progressive organisational dynamics.
  • An expert in stakeholder management, creating support by adapting your style and building relationships with different international stakeholder groups
  • A great team player and who is experience in working or desire to work as part of a close-knit team 
  • An entrepreneurial spirit with the ability to work autonomously, maintaining good at structure, monitoring timelines and maintain an overview
  • Adaptability to change
  • Overcomes obstacles, keeps calm, seeks and acts on feedback
  • Able to speak both Dutch and English, both verbally and in writing
What we offer
  • We offer you the freedom to get the best out of yourself, to work flexibly and to have lots of room to grow
  • A gross annual salary of between 60,000 and 85,000 Euros based on a 40-hour working week, depending on knowledge and experience
  • Includes a benefit budget with which you can buy flexible terms of employment (e.g. bicycle, telephone)
  • An annual salary growth of up to 7% based on your development
  • An additional personal development budget of € 1,000 per year, which you can freely use for your development.
  • An annual public transport pass valid throughout the Netherlands for all public transport services.
  • A good pension scheme and disability insurance

Does this sound like something you'de be interested in? Send us your application as soon as possible via the yellow apply button.
In case you need more information please contact Kellie Marsh ( or Davina Cornelissen (