Chief Commercial Officer
Poppy Mobility (Part of D'Ieteren Automotive) – Antwerp / Brussels
About Poppy
Poppy Mobility is Belgium's largest carsharing platform, offering carsharing, rental, subscriptions, short-term leasing and taxi services (including teledriven/autonomous pilots) in major Belgian cities. With over 2,200 vehicles and tens of thousands of monthly active users, Poppy is the only high-volume B2C mobility business in the D'Ieteren ecosystem.
We are entering a new phase where we want to deepen usage, grow new product lines such as Poppy Lease, and improve the full customer journey. To support this, we are hiring a Chief Commercial Officer (CCO) to lead our commercial strategy, growth and customer experience.
Role Summary
The CCO owns commercial performance and customer experience across all Poppy verticals (Share, Rent, Lease, Taxi), and leads the teams responsible for marketing and customer operations.
This is not a traditional marketing role. It is a product-driven, analytical commercial leadership role that connects pricing, growth, customer journeys, marketing, customer support and stakeholder management into one coherent engine.
The CCO reports directly to the CEO and works closely with the CTO, CFO, COO and Business Unit Managers (Lease, Taxi, AV,...). The Heads of Marketing and Customer Operations report directly to you.
Key Responsibilities
1. Commercial strategy & performance
* Own the commercial strategy and targets for Poppy Share, Poppy Lease, Poppy Rent and Taxi.
* Define and manage key KPIs, including:
* Adoption of passes (hourly and multi-daily),
* Kilometers driven per monthly active user,
* Revenue per monthly active user,
* Number and quality of Poppy Lease leads and opportunities.
* Optimize pricing, promotions and packaging to increase ARPU and usage.
* Monitor performance (CAC, churn, retention, cohorts) and translate insights into clear actions.
2. Customer journey & product input
* Co-own the customer journey with the CTO: from onboarding to trip to support to retention.
* Reduce contact rate, improve NPS and increase perceived product reliability.
* Use data, surveys and CS feedback to prioritize UX improvements (e.g. passes, Lease integration, browser-based RAC, AI live chat, expert tasks).
3. Marketing & brand
* Set the strategic marketing framework: objectives, positioning, budget, and priorities (Share, Lease, Rent, Taxi, B2B).
* Lead the Head of Marketing and team as an "internal agency" for Poppy: CRM, performance marketing, creatives, surveys, ATL/BTL.
* Gradually evolve from "minimum viable marketing" to a mix of BTL and selected ATL for key use cases (airport, vans, weekends, Lease, SME).
* Ensure consistent brand application across all touchpoints and corporate decks.
4. Customer Operations & experience
* Set clear targets for service quality, response times, live support coverage, automation and cost per contact.
* Support the organisation and transformation of Customer Support: processes, AI live chat, collaboration with external call centres and Taxi Verts, integration for Lease.
* Ensure that customer feedback flows back into product, marketing and processes.
5. Stakeholder management & PR (shared with CEO)
* Support the CEO with PR and public affairs when required, ensuring commercial messages are aligned with Poppy's positioning.
* Help build the narrative around Poppy's societal impact (less congestion, less parking pressure, greener cities).
What We're Looking For
Must-have experience
* 7+ years in high-volume B2C environments: Mobility, e-commerce, marketplaces, subscriptions, or similar high-frequency consumer products.
* Proven track record in product-driven growth: Funnels, passes/subscriptions, ARPU, retention, pricing, activation, lifecycle marketing.
* Experience managing both B2C and B2B revenue streams: Ability to commercialise mobility solutions for companies (Share, Taxi, Lease, Rent, AV/Autonomy) while scaling consumer usage.
* Experience with subscription, leasing or recurring-revenue business models: Ideally for independents, freelancers, and small business fleets.
* Experience leading both marketing and customer-facing operations, or very close collaboration with CS. Understands how CS insights shape product, growth, and customer journeys.
* Strong analytical profile: Confident with data, KPIs, Excel (SQL is a plus). Able to steer business on numbers, create hypotheses, and run experiments.
* Experience managing multiple product lines or verticals simultaneously: Skilled at prioritising resources across B2C Share, B2C Lease, B2B corporate mobility, rentals, and emerging services.
Nice-to-have
* Experience in automotive or mobility (carsharing, leasing, rentals, taxis, telematics, fleet management).
* Experience selling B2B mobility services to SMEs, freelancers, corporate fleets or public entities.
* Experience in e-commerce, digital marketplaces, or high-frequency mobile apps.
* Exposure to corporate governance and group stakeholders (boards, investors, and regulated environments).
* Understanding of autonomous/teledriven mobility as a future commercial opportunity.
Personal traits
* Analytical and structured, comfortable with ambiguity and complex multi-vertical environments.
* Product- and customer-centric, curious about user behaviour and capable of balancing B2C and B2B needs.
* Strong communicator, able to speak product with Tech, operational detail with CS/Ops, and KPIs with the CEO and D'Ieteren.
* Visible, present leader who sets high standards in execution, culture and accountability.
* Pragmatic and hands-on when needed, without losing strategic perspective.
* Commercially hungry, able to push new verticals (Lease, B2B, Taxi, Rent, AV) while keeping Poppy's brand and governance safe.
How to Apply:
Interested candidates should submit their resumes and motivation letter to hr@poppy.be. Please include "Chief Commercial Officer" in the subject line. Join us and be a key player in shaping the success of Poppy Mobility!