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 advisory‑driven interactions with ING’s digital excellence.

As the Head of Human Sales & Interactions, you will own all human‑based touchpoints with customers—across sales, onboarding, post‑sales 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 ING’s commercial networks, Customer Service, and strategic partners to drive sustainable growth, customer satisfaction, and long‑term loyalty.

Purpose of the Role

To build and orchestrate the human engagement engine that complements and elevates ING’s digital‑first 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 end‑to‑end human acquisition strategy, leveraging ING’s 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 ING’s digital services and core products.
• Improve quality of inflow, conversion rates, and speed‑to‑activation through structured sales enablement, coaching, and performance insights.

Via Chambers of Commerce, Associations, and Business Ecosystems

• Expand ING’s 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 ING’s visibility and thought leadership.

• Own the customer outreach strategy for proactive engagement, cross‑sell opportunities, and long‑term relationship nurturing.
• Manage retention levers and build early‑warning models to identify at‑risk 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 value‑adding interventions for business customers, high‑value segments, and strategic portfolios.

• Integrate human touchpoints into ING’s digital-first operating model, ensuring consistent customer experience across channels.
• Oversee post‑sales processes requiring human support—such as complex product queries, onboarding exceptions, operational issues, documentation, or advisory needs.
• Work closely with Customer Service to ensure fast, high‑quality 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 ING’s 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 customer‑facing roles—ideally 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 partner‑based 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 people’s potential. We don’t 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 can’t 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 ⚠️

We’re 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 sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com
• No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.