Job details

Head of Customer Loyalty

Company details

Toyota Belgium S.A. is part of the Inchcape plc Group (, which represents one of the strongest brands in the automotive sector and is the official distributor of Toyota and Lexus cars, accessories and spare parts in Belgium and Luxembourg. Toyota Belgium headquarters is based in Zaventem.

Toyota Belgium is looking for a Head of Customer Loyalty.


Manage Toyota & Lexus customer interactions in order to increase customer satisfaction & value (cross/up-sell).

Job role and responsibilities:

1. People management

  • Plan, set & monitor goals for the team
  • Motivate teams and help them to strive for excellence
  • Support employee team development on the job and with training
  • Team-spirit Ensure members of the team works well together

2. Customers understanding & follow up

  • Understand key Toyota & Lexus customer needs & behaviour (mainly via customer base analysis & market research)
  • Develop in coordination with insights & analytics manager cockpit/dashboards allowing to follow-up customer base performance
  • Identify customer behaviour changes & spot opportunities to be leveraged

3. Value proposition/Timeline development

  • Define in-life strategy & vision, objectives & commercial timeline (together with sales & conquest team) to reach key targets objectives (timing, budget, quality, resources)
  • Translate conquest value proposition for customers (e.g. reasons to believe for the Yaris might differ from conquest RTB), needed to achieve in-life commercial & NPS objectives

4. Customer base management

  • Manage communication towards Lexus & Toyota customers (e.g. information on the latest products, after sales campaigns,…)
  • Develop, monitor and maximise customer lifetime value strategies ensuring maximum profitability
  • Expand the customer base (cross-selling)
  • Potentially develop coherent loyalty program

5. Implementation

  • Manages the implementation of the in-life campaigns (121 communication,…) & initiatives
  • Brief, oversee & follow-up internal (e.g. websites,…) & external stakeholders (agencies) ensuring qualitative deliverables within budget & timing )
  • Create & ensure consistency across messages and touchpoints keeping 1 story
  • Ensure that the organisation’s brand and identity is adhered to in campaigns and in all communication channels

6. CRM tool management

  • Decide the CRM platform structure and architecture ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle
  • Ensure & enrich database quality
  • Making sure process are in place to collect data (data collected at CRC, dealership, website,…)
  • Enrich database quality allowing effective segmentation for targeted marketing activities

7. Network project manager

  • Implement Toyota/Lexus of all corporate identity guidelines from the manufacturer with local adaptations. He ensures the network is in line with all requirement
  • Develop of an optimal point of sales visibility for large sales & marketing campaigns/momentum
  • In charge of the BRiT (Best Retailer in Town) program, to prepare the network for the future by providing all necessary tools and training



  • You have a higher degree in marketing and at least 10 years of experience in a marketing-related position.

Skills required:

  • You have an analytical mind set.
  • You have good listening and communication skills.
  • You have an affinity with or interest in the automotive sector.
  • You are driven, enthusiastic and eager to learn.
  • You are a team player.
  • You are solution-oriented.
  • You are well organised, structured and precise.
  • You are flexible.
  • You have a good knowledge of MS Office, in particular Excel.
  • You are fluent in Dutch and French, with a very good level in English.


  • Colleagues working at a high level of professionalism, who enjoy a nice working atmosphere and together realize the ambitious objectives.
  • You will become part of a global company, Inchcape, that offers opportunities within your desires of development and career objectives.
  • An open working environment and a competitive salary package with extra-legal benefits.

  • Placed on:Mon 9 November 2020
  • Location: Zaventem
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