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Our client, a major retail player in Belgium, is evolving its IT department from a traditional cost center into a true, value-driven service partner for the Business and its network of stores and independent franchisees.
Your primary mission is to build the IT Service Catalogue from scratch. You will define, "market," and drive the adoption of our IT services, acting as the bridge between IT Management, technical teams, and the operational reality on the field.
Key responsibilities
- IT service catalogue strategy & franchisee adoption:
- Create & Structure: Define, structure, and maintain a clear, user-oriented IT Service Catalogue based on the actual needs of the stores.
- Localization: Translate and adapt the catalogue (Dutch/French), ensuring the tone and style resonate perfectly with both Flemish and Francophone store directors.
- "Selling" IT & Change Management: Act as an internal Sales rep. Engage independent franchisees, convince them to adopt new IT tools, handle resistance with diplomacy and strong negotiation skills.
- Dynamic communication & store engagement:
- Proactive Communication: Design and share impactful, easy-to-digest content regarding new IT tools and updates.
- Community Animation: Bring a "solar" and dynamic energy! Organize and animate IT roadshows, community events, and strategic presentations.
- Simplification: Translate complex technical IT jargon into clear, attractive business messages.
- Strategic governance & stakeholder collaboration:
- Collaborate closely with IT Management to reflect the strategic IT vision and roadmap.
- Build a trusted network with Business, Marketing, Finance, and HR.
- Act as the "voice of the stores" at HQ—gather feedback and drive continuous service improvement.
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Personality: Dynamic, positive, proactive self-starter. Not afraid of public speaking, pitching new ideas, or going directly into the field.
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Languages (Critical): Perfectly bilingual Dutch & French (native/equivalent). Professional English is mandatory.
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Experience:
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Proven experience in Change Management, IT Marketing, or Strategic Internal Communication in a complex environment.
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Retail sector experience is a major asset—especially dealing with franchisees or independent stakeholders.
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Good understanding of IT service frameworks (ITIL) to structure a catalogue, applied with a pragmatic, "Sales-oriented" approach.
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Proven experience in Change Management, IT Marketing, or Strategic Internal Communication in a complex environment.
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Soft Skills: Excellent active listening, persuasion, negotiation, diplomacy, and the ability to simplify complex topics.
The client is a leading B2B company committed to delivering high-quality products and innovative solutions to customers across multiple industries. By combining technical expertise, customer focus, and operational excellence, they help our clients improve their performance and achieve their business objectives.
Their success is built on long-term partnerships, a collaborative culture, and a passion for delivering value. They continuously invest in innovation, sustainability, and the development of their people to stay ahead in a rapidly evolving market.
Joining their team means becoming part of a dynamic, entrepreneurial environment where initiative is encouraged, achievements are recognized, and career development is supported. They believe that their employees are their greatest asset and strive to create a workplace where everyone can grow, collaborate, and make a meaningful impact.
Jobomschrijving
They are looking for a proactive and customer-focused (Sr) Account Manager to join their growing commercial team. In this role, you will be responsible for managing and developing a portfolio of B2B customers, building long-term relationships, identifying growth opportunities, and ensuring an outstanding customer experience.
You will work closely with internal teams to deliver tailored solutions that meet clients' business needs while contributing to the company's commercial objectives.
Key Responsibilities
- Manage and develop a portfolio of existing B2B customers.
- Build strong, long-term relationships with key decision-makers.
- Identify opportunities to grow existing accounts through cross-selling and upselling.
- Prepare and present commercial proposals tailored to customer needs.
- Negotiate contracts and pricing within company guidelines.
- Coordinate with internal departments (Customer Service, Operations, Supply Chain, Marketing, Finance) to ensure seamless execution.
- Monitor customer satisfaction and proactively resolve issues.
- Analyze market trends, customer needs, and competitor activities.
- Maintain accurate records and sales forecasts using the CRM system.
- Achieve and exceed sales targets and KPIs.
- Bachelor's degree in Business, Sales, Marketing, or a related field.
- 3-7 years of experience in a B2B Account Management or Sales role.
- Proven ability to build and maintain strong client relationships.
- Strong commercial acumen with excellent negotiation skills.
- Customer-oriented mindset with a solution-driven approach.
- Excellent communication and presentation skills.
- Organized, autonomous, and results-driven.
- Comfortable working in a fast-paced environment.
- Experience using CRM systems (Salesforce, Microsoft Dynamics, HubSpot, or similar) is an asset.
- Fluent in French, DUtch and English