Head of Customer Experience


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:

Head of Customer Experience


Job role and responsibilities:

Identify, prioritize and manage gaps in the current and future customer experience in order to improve the customer experience cycle of our customers and prospects with our brands Toyota and Lexus.

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. Analyze & understand

  • Define customer needs, pain points & opportunities per journey
  • Analyse the current CE based on customer, dealer and operational data
  • Execute deep-dive analysis on improvement areas & set improvement initiatives

3. Design

  • Design the to-be end-to-end customer journey identify gaps and define to-be user stories starting with the website; taking into account the customer, the employee, the process, the tools
  • Translate the design into customer requirements as input for implementation

4. Coordinate and/or lead execution

  • Define the customer journey roadmap and priority setting
  • Manage progress and realization of customer journey improvement initiatives
  • Lead if relevant and/or coordinate the improvement of our customer experience initiatives/actions

5. Measure

  • Define key metrics for measuring customer satisfaction along the journey and track customer journey stage KPI’s
  • Manage the reporting toolkit and deliver company reports provide outward looking customer experience insights and recommendations, based on market analysis, customer trends and market surveys

6. Communicate & mobilize

  • Mobilize the organization through customer insights and improvements, provide tools to improve customer centric thinking
  • ensure a customer obsessed culture within Toyota Belgium

7. Manage CRC & create customer feedback loop

  • Optimal management of all customer-related matters in order to achieve maximum customer satisfaction
  • Regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience

8. Manage & improve website performance

  • Define digital platforms strategy & development roadmap
  • Monitor, assess & understand website performance
  • Optimize website performance & ensure correct maintenance
  • Define, manage & optimize partner ecosystem & budget

9. Be the global customer experience Toyota Motor Europe point of contact



  • Master degree
  • Min 10 years of experience in marketing position with
    • Min 3 years of experience in website & apps management
    • Min 3 years of experience in a Customer journey expert 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 (possibility of home working) and a competitive salary package with extra-legal benefits.

  • Online op:do 11 februari 2021
  • Locatie: Zaventem
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