Channel Manager REF

At ING, we value and support our employees before looking for external talent. If you believe this vacancy is the right next step in your ING career, we encourage you to apply. If you have any questions about the role or would like to know more before applying, don’t hesitate to contact the responsible recruiter.

Are you passionate about banking and helping customers access the right financial solutions through seamless channels? Join the Center of Expertise team at ING Real Estate Finance Business Banking NL (“REF BBNL”), which is responsible for a.o. Marketing & Communication, Balance Sheet Flexibility and Sustainability. As Channel Manager, you’ll lead the development and management of sales channels for REF, supporting the revitalization of the Guided proposition and Fast Track lending, key pillars of ING’s Growing the Difference Strategy.

Business Banking NL operates different service models aligned to customer needs. Within these models there are different go-to processes based on product complexity. REF is evolving to serve a wider range of clients through a flexible, multi-channel approach that aligns with Business Banking’s service models.

You’ll drive the development and implementation of the channel strategy, ensuring alignment with customer needs and business goals. You’ll lead the optimization of sales channels, including onboarding, work instructions, training and engagement. You’ll use data analysis and product performance management tools to continuously improve conversion and enhance customer journeys. Working closely with Proposition Developers, Marketing, IT (Delivery), Operations (Super Circle), and stakeholders across ING NL, you’ll help bring propositions to market and scale them effectively.

With the upgraded Guided service model, we aim to grow our loan book, expand our client base, and become a trusted partner to smaller real estate investors, supporting their ambition and professionalization, while guiding them towards sustainability goals.

In 2025, REF BB NL aims to present a business case and take concrete steps: standardizing products, aligning with Risk, onboarding new channels and refining governance. To succeed, you’ll need to be agile, hands-on and ready to challenge the status quo.

Stakeholders
You will work in a dynamic environment:
• REF: Front Office, COE, IT/Delivery and Operations (Super Circle)
• Channels: Business Advice (AZ), Remote Advice (RAST), Private Banking, Intermediary
• ING: Risk, Legal, Balance Sheet Distribution, Global teams
• External: Intermediaries, clients, partners, consultants, banks, etc.

Your key responsibilities
As a channel manager for REF BB NL you have the following responsibilities:
• Develop and implement the channel strategy, ensuring alignment with customer needs and business goals.
• Align channel development with Business Banking’s sales and service models.
• Support the “revitalization” of the REF BB NL proposition for the Guided service model.
• Use customer insights, performance management, conversion data and feedback to drive continuous improvement.
• Capture the voice of the customer and our sales channels to identify needs and manage expectations.
• Collaborate with REF and ING NL to ensure propositions and services remain relevant.
• Keep sales channels up-to-date, co-create platforms, tooling, (web-) content and ensure effective engagement for:

• Market Developments
• Policy and Risk changes
• Pricing
• Journey / process updates
• Work Instructions and training
• NPS / Marketing / Communication

How to succeed
We’re looking for someone who brings energy, ideas and commitment to help shape and grow our REF propositions. You don’t need to tick every box, but here’s what we’re ideally looking for:

Education & Language
•Master’s-level working and thinking ability, supported by at least a Bachelor’s degree in Business, Finance, Real Estate or a related field.
•Proficient in Dutch and English.

Experience
• 4–8 years of experience in banking, consulting or real estate finance.
• Background in sales or sales channel management, preferably in SME or real estate finance segments.
• Experience with omnichannel and distribution strategies and familiarity with lending platforms.
• Experience in Agile Ways of Working, customer journey design and/or product development.

Skills & Competencies
• Strong analytical and project management skills.
• Entrepreneurial and proactive mindset: curious, collaborative and hands-on.
• Excellent stakeholder management skills; able to act as a central link between business, IT delivery, and operations.
• Strong communication skills, with the ability to engage and align diverse stakeholders.
• Proven ability to optimize customer journeys and channel performance using data and KPIs.
• Proficient in Excel, PowerPoint and relevant tooling for data analysis and channel/customer journey management.

We know the perfect candidate doesn’t exist. If this role excites you and you believe you bring valuable experience, we’d love to hear from you.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm
The benefits of working with us at ING include:
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us
With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.