Senior CRM Expert Brand & Customer Loyalty

That is why you want to work at NS as a Senior CRM Expert Brand & Customer Loyalty

Tamara: "At NS, the foundation for CRM is there. Now we are looking for someone to help us take the next step: with a clear vision, smart use of data, and personal communication for millions of travelers."

• You will get a key role in further developing the CRM and lifecycle vision of NS.
• You will work on personal and relevant customer communication for millions of travelers.
• You will take lifecycle management, personalization, contact pressure management, and omnichannel customer communication to a higher level.
• You connect marketing, data, and technology and bring various stakeholders along in a joint CRM direction.
• You will be given the space to bring in new insights from your expertise and provide direction to the further development of CRM within NS.

NS wants to reach travelers in an increasingly personal and relevant way. To take the next step in that regard, we are further developing our approach to CRM and lifecycle management. You will play an important role in this.

As a Senior CRM Specialist, you look beyond individual campaigns or customer journeys. Based on your experience with CRM in a complex B2C environment with large customer volumes, you help determine where we want to go with CRM, which choices are necessary for that, and how we get there.

Together with the team, you develop a clear vision on lifecycle management and omnichannel customer communication. You translate this into strategic priorities, concrete milestones, and a roadmap. In doing so, you know how data and technology can contribute to increasingly smarter, more personal, and scalable customer communication.

You are a strong substantive interlocutor. You challenge colleagues, bring in new insights, and know how to bring different interests together. You stand convincingly for the chosen direction and know how to bring colleagues and stakeholders along with you.

Together with CRM specialists, data scientists, content specialists, platform experts, product owners, and marketing teams, you work on the further development of CRM within NS. This multidisciplinary collaboration is also part of the original function.

• You develop an overarching vision on CRM and lifecycle management and help to promote this within NS.
• You translate this vision into strategic priorities, concrete milestones, and a clear roadmap.
• You further develop lifecycle management, customer contact strategies, and contact pressure management.
• You provide direction to omnichannel customer communication, personalization, and advanced customer segmentation.
• You work together with data and technology teams on further personalization and data-driven decision-making.
• You develop frameworks, governance, and processes through which customer communication becomes consistent and scalable across teams and channels.
• Together with data analysts, you develop KPIs and management information to make the impact of CRM transparent.
• You connect marketing, data, technology, and other stakeholders and involve them in strategic choices and priorities.
• You translate relevant developments within CRM, data, AI, and marketing technology into opportunities for NS.
• You share your expertise and help colleagues and the CRM field within NS to develop further.

You will work in the Brand & Customer Loyalty Results Cluster within Central Marketing. Here, we know the traveler and the needs of travelers, we help teams in other clusters to respond to this with relevant information and services, and we ensure that NS is top-of-mind for travelers.

The central marketing teams are housed within Brand & Customer Loyalty. Together with marketing teams in other clusters, we work on our marketing vision'Marketing with more impact'. From an integrated, digital-first approach, we make our marketing more effective, more relevant, and more personal. In this way, we build long-term customer relationships and a healthy balance between sales and brand building.

For CRM, this means we continue to build on what is already there. The challenge is to further develop lifecycle management and customer communication and to organize them in a smarter, more personal, and more consistent way on a large scale.

Working at NS means that you can make *the* difference in the world of sustainable mobility. You become part of an organization that stands in the middle of society and keeps the Netherlands moving. But as one of the largest employers in the Netherlands, we have so much more to offer you. For this position, this includes:

• A salary between €3,743.64 and €6,491.16 (Scale 60) gross per month (based on a 36-hour work week), depending on your knowledge and experience.
• A 36-hour work week.
• 144 hours of statutory leave (based on full-time employment) + extra leave depending on age (at least one week).
• A professional, output-driven working environment where work is done according to 'the new way of working'. Freedom and personal input are central to this.
• The possibility to exchange 3 Christian holidays for 3 non-Christian holidays.
• 3% end-of-year bonus, 8% holiday allowance, and an excellent pension scheme.
• Your train travel in 2nd class is free; travel in 1st class is possible with a small personal contribution.
• Your family travels for free during off-peak hours.
• Discount on European train travel once you have worked at NS for 1 year.
• The possibility of working from home and flexible working hours (in consultation).
• Professional development opportunities
• A choice plan including, among others, a bicycle plan, extra pension accrual, or extra vacation days.
• Want to know more? Then view the NS collective labor agreement (CAO) here.

Apply directly (but certainly before November 1, 2026) via the application button. Within a few minutes, you will receive an automatic application confirmation; we will respond to your application within 2 weeks after the closing date. If there are sufficiently suitable applications, we will close the vacancy earlier.

You can address your application to Tim Laan, Corporate Recruiter.

Any questions about the application process? Email Karin from the front office via recruitment@ns.nl.

Would you prefer to contact us by telephone? Then call our front office at 088-6713666.

• A background check, including a VOG (Certificate of Conduct), is part of the application procedure. Please also consider the signing of an integrity statement and a non-disclosure agreement.
• We believe it is important that everyone who works with us feels at home. You can see this in everything we do, and therefore also in our hiring policy. Read more here.
• With this vacancy, we want to recruit our new colleague ourselves. This is therefore NOT a call for recruitment agencies. This position cannot be filled on an interim basis. For that, please view our hiring page.