Digital crm marketeer

Whether it concerns the Dutch housing shortage, the sustainable housing transition or changing interest rates, ING always tries to make an impact for existing mortgage customers.   

We are looking for an experienced customer journey expert / digital CRM marketeer who translates the wishes and needs of current ING Mortgage customers into engaging base campaigns, propositions, churn reduction opportunities and journey improvements.  

Do you know what it takes to understand our customers' needs and create communication or tooling that addresses these needs? Can you develop and optimize content? Are you somebody who likes to experiment and learn? Do you have an entrepreneurial mindset to take it on & make it happen? Then we are looking for you! 

Your department and your team 

In our department (tribe) Mortgages NL we work towards becoming the best mobile-led, sustainable mortgage bank of the continent. Mortgages is one of the largest tribes within ING Retail, with 60 agile teams (squads) in Amsterdam and Leeuwarden. The tribe entails all products and processes associated with getting and having a mortgage at ING. With 600.000+ customers we are one of the biggest mortgage providers in the country.  

In the Retention squad you work with 3 enthusiastic and highly motivated customer journey experts and 2 data analysts in an agile way. You share the work to be done, which means you work on a broad set of topics or projects. You work closely with other departments such as our data analysts and data scientists, the customer contact center, mortgage advisory teams, risk parties and IT engineers.  

Your tasks 

Within your squad your starting point is always our customer, the ING advisor and intermediary advisor. You capture their needs and opportunities via customer research & data analysis and translate this into content, journeys focused on retention and life cycle enhancement.  You always look for new ways to activate the mortgage customer by creation and execution of base campaigns via various channels (direct mail, in-app push, SEA, email etc.) based on segmented selections defined by yourself. You have the ability to create engaging copy, personalized messaging and seamless landing pages that will contribute to differentiating customer experiences according to ING's principles: personal, easy and smart.   Moreover you will deep dive  and analyze performance data and will define iterations to continuously improve conversion. Everything for happy and loyal ING mortgage customers! 

About you: 

• Relevant experience in content, digital marketing, base marketing, lifecycle marketing roles 
• Proven understanding of digital performance optimization and conducting A/B tests to determine the most effective strategies, messaging and formats focused on improving retention rates and customer loyalty 
• Creative mindset: ability to create engaging content for base campaigns and digital journeys resonating with various customer mortgage segments based on their needs and challenges 
• Ability to deliver strong contribution to take campaign automation, dynamic content, and personalization to the next level 
• Result-oriented; focused on achieving measurable outcomes and making decision based on data and facts 
• Strong writing skills  
• Knowledge of Adobe Analytics,  Adobe Target , Adobe experience cloud or similar 
• Experience in working with CMS platforms (such as Bloomreach) 
• Excellent language skills in Dutch and English 
• A bachelor's or master's degree 

Rewards & benefits   

We want to make sure that it's possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.   

The benefits of working with us at ING include:  

• A salary tailored to your qualities and experience 
• 36 hour workweek 
• Individual leave: 24+2 individual holiday days based on 36 hr workweek 
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid) 
• CSR days: up to 2 days per year to actively engage in society by volunteering 
• 13th month salary 
• 8% Holiday payment 
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary 
• Mobility card 
• Attractive pension scheme 
• Hybrid working to blend home working for focus and office working for collaboration and co-creation 
• Many opportunities to develop 

Convinced? 

Does all of the above sound like a match? Let's get in touch! Please click apply and send us your CV & motivational letter. 

About us 

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!