Job title : Customer Satisfaction Leader
Sector : Defense and Aerospace
Type of contract : CDD or Freelance (1 year renewable)
Location : Tubize/Liège
We are looking for a Customer Satisfaction Leader to drive customer-centric excellence across programs and strategic accounts. You will act as the internal voice of the customer, ensuring strong alignment between expectations and delivery, fostering cross-business collaboration, mitigating risks, and enhancing long-term customer loyalty and growth.
Key Responsibilities
Strategic Customer Alignment
* Ensure a unified company approach toward customers across business units and functions.
* Develop and maintain customer insight frameworks (value drivers, decision processes, competitive landscape, irritants, ambitions).
* Support early customer engagement and value-based bidding strategies.
* Build trusted, long-term relationships through structured communication and feedback loops.
Cross-Functional Leadership
* Orchestrate multidisciplinary account teams (engineering, procurement, support, operations, etc.).
* Drive transversal coordination and escalate critical topics through governance bodies when needed.
* Partner with business leaders and senior management to secure resources and enable account growth.
Risk Mitigation & Continuous Improvement
* Anticipate customer needs and operational gaps.
* Support value analysis, pricing alignment, and negotiation strategies.
* Leverage lessons learned and post-mortem reviews to strengthen future performance.
Data & Advocacy
* Own customer satisfaction metrics and translate insights into action plans.
* Promote customer-centric practices across teams and support adoption of VoC methodologies.
Change & Growth Enablement
* Adapt strategies based on market or customer evolution.
* Propose governance and process improvements.
* Support partnerships and business development initiatives during high-trust phases.
Profile
Experience & Education
* Higher degree in Business, Engineering, Project Management, or related field.
* Minimum 5 years’ experience in customer success, account management, or program leadership within complex B2B or high-tech environments.
* Strong cross-functional collaboration experience.
* Background in customer satisfaction frameworks or Voice-of-Customer programs is a plus.
* Fluent in English, Dutch, and French.
Key Competencies
* Customer-focused and solution-oriented mindset.
* Strong influencer with the ability to lead without formal authority.
* Analytical, pragmatic, and results-driven.
* Excellent communication skills across technical and commercial stakeholders.
* Comfortable in dynamic, evolving environments.