Head of Customer Experience

Date: 2 Oct 2023

Location: Zaventem, Belgium

Company: inchcape

The Head of Customer Experience will oversee the strategy, development and execution of company-wide initiatives that improve customer experience (including retail, digital, customer service & 121).


Therefore, the Head of Customer Experience will:

  • Manage a team of 6 great people;
  • Be responsible for Customer Experience:
    • Analyse & understand customer pain points, needs & behaviour;
    • Identify gaps between current way-of-doing vs. ideal customer experience and strive towards optimizations;
    • Define company-wide goals to improve customer experience;
    • Create and implement our customer experience strategy;
  •  Within the customer experience track, be in charge of the design and the implementation of our retail of tomorrow vision;
  • Manage our customer service team and improve their efficiency;
  • Collaborate with other departments, as well as Toyota / Lexus dealerships to optimize customer services;
  • report to the Marketing Director.



  • Min. 10 years experience
  • Min. 5 years experience within the Customer Experience domain
  • Experience in People Management
  • Experience in retail is an asset.
  • Be customer obsessed
  • Problem solver
  • Exceptional interpersonal skills, teamplayer
  • Analytical mind, able to keep helicopter view
  • Easy communicator
  • Fluent in English, Dutch and French

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.