Head of Human Sales & Interactions

At ING Italy we are redefining the way customers interact with banking. As part of our omnichannel strategy we aim to integrate human relational and advisorydriven interactions with INGs digital excellence.

As the Head of Human Sales & Interactions you will own all humanbased touchpoints with customersacross sales onboarding postsales care and ongoing relationship management. Your mission is to seamlessly integrate human engagement into our digital service model ensuring customers receive the right support through the right channel at the right moment.

You will lead a multidisciplinary team working closely with INGs commercial networks Customer Service and strategic partners to drive sustainable growth customer satisfaction and longterm loyalty.

Purpose of the Role

To build and orchestrate the human engagement engine that complements and elevates INGs digitalfirst model managing all relational interactions with customers and enabling human acquisition activation outreach and retention across multiple networks and physical touchpoints.

Key Responsibilities

• Lead the endtoend human acquisition strategy leveraging INGs commercial networks and external partners (brokers FA Sales Network).
• Ensure seamless cooperation between the Human Sales Team and product tribes to support effective commercial distribution.
• Develop activation models that enable customers acquired through human channels to quickly adopt INGs digital services and core products.
• Improve quality of inflow conversion rates and speedtoactivation through structured sales enablement coaching and performance insights.

Via Chambers of Commerce Associations and Business Ecosystems

• Expand INGs physical presence and relevance through high impact partnerships with:
  • Chambers of Commerce
  • Industry associations
  • Professional guilds
  • Local or sectoral business networks
• Build positioning strategies that help ING strengthen brand credibility and distribution effectiveness across business communities.
• Coordinate targeted events outreach initiatives and co branded programs to reinforce INGs visibility and thought leadership.

• Own the customer outreach strategy for proactive engagement crosssell opportunities and longterm relationship nurturing.
• Manage retention levers and build earlywarning models to identify atrisk customers coordinating interventions with Customer Service Sales and digital channels.
• Develop omnichannel outreach programs integrating human interactions (calls meetings advisory sessions) with digital nudges and lifecycle communications.
• Ensure tailored and valueadding interventions for business customers highvalue segments and strategic portfolios.

• Integrate human touchpoints into INGs digital-first operating model ensuring consistent customer experience across channels.
• Oversee postsales processes requiring human supportsuch as complex product queries onboarding exceptions operational issues documentation or advisory needs.
• Work closely with Customer Service to ensure fast highquality responses to customer needs minimizing friction and improving satisfaction.
• Collaborate with Product Tribes to continuously optimize journeys requiring human input.

• Ensure that partners and networks are fully aligned with INGs commercial plan service standards and customer promise.

• Partner with Risk Compliance and Legal to ensure responsible sales and full adherence to regulatory expectations.
• Ensure clear documentation control processes and governance across all human-driven activities.

Competencies:

• 10 years of experience in sales leadership distribution networks commercial management or customerfacing rolesideally in banking fintech or B2B services.
• Proven ability to lead cross-functional teams and work effectively within an agile organizational model.
• Strong expertise in human acquisition relationship management and partnerbased commercial models.
• Experience building or managing broker/FA networks or commercial partnerships is highly valued.
• Outstanding stakeholder and people leadership skills.
• Strong commercial acumen customer-centric mindset and execution discipline.
• Awareness of relevant regulatory frameworks and sales governance.
• Fluent in English.

Working conditions: Full Time

Duration: Permanent

Location:Milan (hybrid)

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank the first in Italy to adopt a fully flexible smart working model and you will be working in a stimulating environment where you can grow both as an individual and as a professional.

Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in peoples potential. We dont judge coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world. do your thing is about people being free to live the life they want to live knowing that they will make their world a little better for it.

Do you think you are a step ahead Apply now!

The benefits of joining ING

In addition to being a part of a great team working in a fun and innovative environment we offer:

• Super flexible smart working
• Competitive base salaries and performance based bonuses
• Diverse cultures & Innovative mindsets
• International Environment
• Commitment to sustainability
• Lots of training development opportunities to help you grow
• Lots of moments dedicated to physical and mental well-being
• A special day off when it is your birthday: we call it #doyourbirthday!
• And of course we cant forget: free water & coffee at the office!

Our Commitment

Diversity is a fundamental element of our corporate culture and we are fully committed to creating a safe and inclusive environment based on mutual respect and the value of diversity offering equal job opportunities to all qualified candidates.

Job Application Safety Reminder

Were seeing an increase in fraudulent job offers. To protect yourself please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.
• Check the senders email carefully: legitimate communication will always come from: @ and/or @
• No payments or banking details will ever be requested. If someone asks for this information its a scam.