Head

Head of Customer Engagement

• Groenlo
• Retail

What are you going to do?

Are you ready to transform the retail customer experience with cutting-edge technology? Join forces with global brands and retailers like Hugo Boss, Lululemon and Under Armour. If you have a passion for driving customer success, a strategic mindset, and the ability to thrive in dynamic market conditions, this Head of Customer Engagement role is the perfect opportunity for you!
Nedap Retail is at the forefront of industry innovation, rapidly growing and reshaping the retail landscape with our iD Cloud platform. This state-of-the-art technology empowers retailers and brands to achieve perfect inventory visibility and deliver exceptional shopping experiences. As our customer network expands internationally, you can be a driving force behind this growth. The Customer Engagement team plays a crucial role within the iD Cloud Platform, responsible for ensuring an exceptional customer journey from onboarding to long-term retention. This involves guiding customers through product adoption, maximizing the value they receive, and driving ongoing satisfaction and engagement.
As the Head of Customer Engagement, you will lead a team responsible for driving customer success; ensuring smooth onboarding, adoption, growth and retention of our cloud-based solutions. You will lead Account Management, Implementation, and Customer Success teams to craft and execute a customer journey that adds value and supports long-term customer success. Your primary focus will be on scaling operations, enhancing the customer experience, and driving revenue growth across global accounts, in the retail sector.
In this role, you will collaborate closely with Marketing, Sales and Technology. We are looking for a strategic leader who excels in customer engagement and driving growth and is passionate about improving the customer journey through technology. The ideal candidate will thrive in a dynamic, fast-paced environment and will be motivated to scale Nedap’s customer success initiatives globally.

Start your application

Your responsibilities

• Customer Journey Leadership : Develop and manage the customer journey, ensuring that customers realize value quickly and consistently throughout their engagement with Nedap iD Cloud. Lead the onboarding, implementation, and success teams to optimize this journey and minimize time to value (within 6-12 months).
• Team Leadership : Develop and lead a highly dedicated team and turn them into high performing professionals. Build subject matter expertise and develop high performing professionals within the team.
• Strategic Customer Relationships : Lead the team to build and maintain strong, long-term relationships with key retail customers on different levels, aligning with their strategic goals and ensuring customer satisfaction (CSAT) and health scores remain high.
• Product Adoption : Collaborate with product management to drive product adoption and increase customer lifetime value (CLTV) through tailored solutions that meet customer needs.
• Revenue and Growth Targets: Own revenue growth through successful customer retention, contract renewals, and expansions. Meet and exceed annual recurring revenue (ARR) and growth targets through effective customer engagement and satisfaction.
• Operational Efficiency : Balance long-term customer needs with efficient resource allocation. Address interdependencies and ensure that customer requests are aligned with business goals.image text

Your team

You will lead team captains who are responsible for seven professionals spread across three teams; implementation, customer success, account management. We value strong communication and relationship-building at all levels, from C-level stakeholders to day-to-day operational contacts.

image text

Our offer

As Head of Customer Engagement, you will make a crucial contribution to our company goals. You will become part of the management team who is responsible for creating and driving our iD Cloud platform growth plans and ambitions and translate them into concrete goals and strategies for their respective teams. In addition to your salary, you are entitled to a thirteenth month, a good pension scheme, and profit sharing with the opportunity to become a shareholder of Nedap. At Nedap, everything revolves around trust and autonomy. You determine your own working hours and vacation days. We also highly value personal and professional growth. You will receive a comprehensive introduction and we encourage you to continuously develop yourself.

Required experience and skills

• Bachelor’s or Master’s degree in business, technology, or a related field.
• 10+ years of experience, with at least 5 years in a leadership role focused on Customer Success, account management, or customer engagement in SaaS or retail solutions.
• Proven track record in leading and developing high-performing teams in customer-centric roles.
• Ability to think strategically and balance long-term goals with immediate customer needs.
• Preferably experience in the retail sector or within a SaaS environment, driving customer value and success.
• Demonstrated success in leading a commercial team with large Enterprise Accounts (Sales or Customer Success).
• Fluency in business English.
• Resident in the Netherlands and willing to work from the headquarters in Groenlo for 2-3 days a week.

About Nedap Retail

Store employees spend a lot of their time searching for products and managing stock. Our RFID technology for article security and in-store inventory management makes it very easy to monitor and control all processes in the store in real time. Employees no longer have to waste time searching for items, meaning they can devote greater attention to customers.

Application procedure

Ready for your next step?
Apply via our website now or contact . For questions you can also send an e-mail to the same address. An assessment and a Certificate of Good Conduct (VOG) may be part of the application process. Acquisition based on this vacancy is not appreciated.

• 1 . Your application
• 2 . First interview
• 3 . Next interview
• 4 . Offer
• 5 . High five!

You’ve applied? Awesome! We will reply to your application as fast as possible, but at least within 10 workdays via e-mail. Please note that due to the holiday season, response times may be slightly extended.

We respect your privacy, therefore you can only apply via our website. Applications via e-mail will not be accepted.