Job Title
Customer Satisfaction Leader – FR / NL / EN – ALTEN Belgium
The Position
As part of our continuous growth, we are looking for a Customer Satisfaction Leader to join our teams and work on client projects in Belgium, in a multisite environment.
As a Customer Satisfaction Leader, you drive customer-centric excellence across critical programs. You act as the voice of the customer internally, structure account teams, anticipate risks, and orchestrate cross-functional actions to sustainably improve customer experience, satisfaction, and loyalty.
As a Customer Satisfaction Leader, your main responsibilities will include:
* Drive a “One Team” approach to ensure a unified and consistent voice toward the customer
* Develop and maintain customer synthesis materials (value drivers, culture, irritants, decision-making processes, ambitions)
* Enable early engagement with account teams to co-construct solutions and secure alignment between value and expectations
* Structure and orchestrate account teams by including all required functions (engineering, procurement, support, etc.)
* Lead transversal coordination to address customer pain points, escalate topics, and accelerate decisions through governance bodies
* Anticipate needs and reduce misalignment risks (value analysis, negotiation strategy, pricing alignment with value perception)
* Capitalize on lessons learned (post-mortems) to improve customer operational and business understanding
* Define, track and analyze customer satisfaction indicators (trends, irritants, feedback) and deliver structured reporting
* Promote customer-centric practices and raise awareness on VoC / service excellence approaches
* Propose structural improvements (processes, governance, tooling) to better serve customers
* Adapt priorities based on customer evolution, market shifts, and internal context
Your Profile
* Higher degree in business, engineering, project management or equivalent
* Minimum 5 years of experience in customer success, account management, or program leadership (preferably in defense, aerospace, or high-tech industries)
* Proven experience in cross-functional collaboration (engineering, sales, supply chain, procurement, support)
* Experience with customer satisfaction frameworks, Voice of Customer (VoC) programs, or service excellence initiatives
* Strong collaborative leadership and ability to influence without direct authority
* Excellent communication, structuring and prioritization skills
* Proactive and results-oriented mindset
* Languages: fluent in English, French and Dutch
Working Conditions
* Permanent contract with an attractive salary package
* Company car with fuel card
* Representation fees
* Meal vouchers
* Mobile phone subscription
* Group insurance & healthcare insurance
* Possibility of remote work
* 20 legal vacation days + 12 compensatory days
What We Offer
* Access to exciting projects in key sectors: Transport, Energy, Automotive, Telecom, Finance, Defense and Aerospace
* A diverse client base: collaborations with both large corporations and smaller dynamic companies across Belgium
* A real career development plan: continuous training, coaching, daily knowledge sharing
* An innovative and collaborative environment
About ALTEN
ALTEN is a world leader in engineering and technology consulting, with over 57,000 employees in more than 30 countries. We support major companies in their innovation, R&D, and digital transformation projects across sectors such as automotive, aerospace, defense, energy, finance, life sciences, and telecommunications.
Present in Belgium for over 25 years, ALTEN Belgium operates from its offices in Brussels and Antwerp. With a team of 700 consultants, ALTEN Belgium offers a wide range of expertise across Engineering, Life Sciences, and IT fields. From Automotive to Railway, and Medtech to Agrifood, our experts deploy their knowledge to provide innovative solutions in a dynamic and forward-thinking environment.
Ready for a new challenge?
Apply now and take part in innovative and impactful projects at ALTEN Belgium .