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.