Customer Engagement & Industry Advocacy – Europe

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. 

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

As the Customer Engagement & Industry Advocacy – Europe lead, you will be responsible for elevating both Adyen’s voice and the voice of our Customers across the payments ecosystem. This role sits at the intersection of deep customer engagement, industry influence, and executive thought leadership, ensuring that Adyen is not only delivering exceptional experiences but also shaping the future of commerce alongside its customers.

You will build and lead critical advocacy and engagement initiatives, including European Customer Advisory Boards, executive engagement programs, and merchant communities. By embedding customer perspectives directly into our product innovation lifecycle and amplifying their voices externally, you will position Adyen as a trusted strategic partner and industry leader.

A key focus of this role is converting Adyen’s deep expertise into compelling market narratives, actionable insights, and influential industry participation. You will leverage Adyen’s global merchant base and scale to proactively debate and influence partners, industry bodies, and regulatory stakeholders, ensuring both Adyen and its customers shape the European payment landscape.

What You’ll Do

1. Customer Advocacy & Merchant Engagement

• Design, launch, and steward the Customer Advisory Board for strategic merchants across Europe.
• Build and scale merchant communities and executive engagement programs to deepen relationships and foster peer collaboration.
• Partner cross-functionally to integrate merchant perspectives directly into internal product decision-making, roadmaps, and commercial strategies.
• Drive adoption of community initiatives and embed advocacy throughout the entire customer lifecycle.

2. Industry & Regulatory Influence

• Confidently debate and present on European payment trends, card network rules, and regulatory frameworks (e.g., PSD3, open banking, instant payments).
• Represent Adyen in key industry boards, forums, and working groups, translating complex regulatory developments into actionable insights.
• Influence external stakeholders, including card networks and partners, by representing both Adyen and merchant perspectives.
• Proactively leverage Adyen’s scale and customer base to drive meaningful ecosystem change.

3. Thought Leadership & Public Speaking

• Lead executive conference speaking strategy, serving as a key spokesperson at high-profile industry events.
• Develop and publish high-impact thought leadership content that showcases Adyen’s domain expertise and merchant success.
• Partner with Marketing, PR, and Communications to amplify Adyen’s brand through media, analyst relations, and industry channels.

Who You Are

• Core Industry Knowledge: 5+ years of deep, hands-on domain experience within the payments, acquiring, or merchant fintech ecosystem.
• Regulatory & Market Fluency: Ability to confidently debate and present on European payment trends, card network rules, and regulatory frameworks (e.g., PSD3, open banking, instant payments).
• Proven Public Speaker: Proven track record as a keynote speaker, panelist, or executive moderator at industry conferences and client events (portfolio or speaking samples preferred).
• Merchant Engagement: Proven track record building and scaling Customer Advisory Boards, executive engagement programs, and customer communities for strategic accounts.
• Product & Strategy Impact: Demonstrated ability to shape product strategy, roadmaps, and business decision-making through customer insights and market feedback.
• Ecosystem Influence: Experience representing a company in industry forums and influencing external stakeholders (e.g., regulators, card networks, partners).
• Cross-Functional Leadership: Proven ability to lead strategic initiatives in a global, matrixed organization with strong executive presence.
• Mindset: Strategic, entrepreneurial thinker with exceptional storytelling abilities and a passion for elevating the customer voice.