Manager Financial Services - Digital Customer Sales

We live in a fast changing world, full of challenges and opportunities. In order to succeed as a business, it's crucial to react swiftly to these changes.

Join the BDO family, a worldwide consulting firm where you can bring your own personality into your job! We help organizations grow sustainably with our expertise in audit & assurance, tax & legal, advisory and accountancy.

At BDO, you are not just a number. Your well-being and development are just as important to us as the personal, hands-on advice and pragmatic solutions we offer our clients. Because if you grow, so do we and so do our clients. That is why our slogan is 'Let's Grow Together'!

As part of BDO’s advisory department, the Strategy & Transformation's Team pursues the mission of helping our clients in various sectors to work more (cost-)efficient, customer-focused, people-centric and results-driven. We guide and support our clients to succeed in their journey from strategy definition to implementation and to seek for continuous improvement through multidisciplinary skills, adapted approaches and professional tools.

As Manager FS – Digital Customer & Sales, you will be part of the FS – Customer & Sales team with a specific focus on the commercial part of Financial Services sector including banks, insurance companies, payment institutions, etc. and support our clients with their transformation projects. This may involve different objectives: increasing revenues, reducing costs, improving customer satisfaction, digital transformation or complying with regulation.

Your primary responsibilities will involve:

• Provide clients with advice on challenges related to digitizing the customer journey, leveraging on your extensive expertise gained in particular business domains covering products such as accounts, cards, payments, lending, investments and/or (non)-life insurances, and across various client segments including retail, business, corporate or private banking ;
• Lead end-to-end digital transformation initiatives for impactful customer outcomes, overseeing project management, risk management, knowledge sharing, and budget evaluation, alongside other duties ;
• Analyze customer interactions and behavior patterns to extract insights for improving digital customer journeys and subsequently optimize the customer experience ;
• Design and enhance digital customer journeys for a smooth and user-friendly experience across various digital platforms such as websites, mobile apps, social media, and chatbots ;
• Actively monitor digital customer journey performance, tracking key metrics like conversion rates, customer satisfaction scores, and engagement metrics to identify and optimize areas for improvement ;
• Drive business developmentefforts to grow our client base through preparing proposals, presenting service offerings, initiating client discussions, and taking managing accounts ;
• Recruit, mentor, and assess junior team members across various client engagements ;
• Contribute to the strategic priorities of the business practice in the digital customer journey domain by identifying market trends, refining value propositions, and defining go-to-market campaigns ;
• Encourage cross-competences initiatives and foster knowledge sharing ;
• Engage in management activities within the business practice, assist partners with strategic initiatives, and represent BDO at key marketing events or seminars ;
• Utilize BDO’s network and collaborate closely with colleagues across different Business Practices to deliver concrete outcomes for our clients.
• … and many more exciting things!

In summary, the Manager FS – Digital Customer & Sales would be instrumental in aiding financial institutions to utilize digital technologies effectively, thereby improving customer experience, increasing engagement, and meeting business objectives.

Our strategy for achieving this can be translated as follows: we believe that an integrated approach with our client, supported by tailor-made interventions where we blend with our client's team and ensure that we always focus on pragmatism, will provide an optimal client journey.

This job is definitely for you if you ...

• have a proven track record of 5+ years in digital business & transformation within management consulting or financial services, including comprehensive knowledge of industry-specific products, needs and compliance requirements such as client onboarding, lending, investments, insurances, etc. is highly advantageous ;
• prioritize understanding customer behaviors, preferences, and pain points, including user experience considerations, to craft and refine digital customer journeys, aiming to elevate the overall customer experience and foster satisfaction and loyalty ;

• are skilled in analyzing data and metrics associated to digital customer journeys, including conversion rates, engagement metrics, and customer feedback, to pinpoint opportunities for enhancement and optimization ;

• have a talent for conceptualizing and executing digital strategies, skillfully resolving complex business challenges, and ensuring alignment with overarching business goals, all while staying updated on industry trends and competitive developments;
• are experienced in directing and supervising digital transformation projects, including managing the implementation of new digital solutions, coordinating cross-functional teams, and ensuring projects are delivered on time and within budget ;
• excel in communication with internal stakeholders, including senior management, marketing teams, IT departments, and external partners, and have outstanding writing and presentation abilities, enabling clear and persuasive articulation of digital strategies;
• demonstrate a proactive approach to innovation you suggest and experiment with new ideas while considering colleagues’ perspectives;
• possess strong adaptability and a keen willingness to learn, you staying updated with the latest evolving digital trends not only in financial services but also beyond ;
• showcase the capacity to work cohesively within a team while also displaying robust leadership qualities, particularly in dynamic work environments ;
• can excel under pressure, effectively handle multiple responsibilities such as client delivery, content development, people management, business development, and meeting tight deadlines ;
• are searchingdynamic projects across different domains within Financial Services in Brussels, with occasional opportunities in Flanders or Wallonia and additionally are flexible and open to sporadic international travel ;
• aspire to join a team with strong growth potential.

You are native in Dutch or French, with a very good knowledge of the other language, along with proficiency in English. Additionally, you hold a master's degree in Business Engineering, Economics, Management or a related field.

• Culture: you will join a family of experts who encourage respect, diversity and teamwork. You work in an open culture, so feel free to talk to anyone, at any level.
• Development: you set the direction of your career, and we support you were necessary. Our BDO Academy provides a whole range of training courses to help you. 
• Impact: from day 1 you will be given responsibility, with support from your team.
• Network: you can work on different projects and clients, across business practices.
• Flexibility: you choose where you work with flexible working hours.
• Wellbeing: your physical and mental health is important to us.
• Salary: you receive a competitive salary package with interesting benefits.
• Sustainability: you work within a company with an integrated sustainability policy.

Did the job description spark your interest? If so, please send us your CV without delay! We look forward to potentially welcoming you as a new colleague soon!