Customer Satisfaction Leader

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.