PhD Researcher: AI-driven Employee-Customer Relationship Management in the Service Sector Vlerick Business School in Belgium

Vlerick Business School, a top-ranked international institution in Belgium, is offering a 4-year PhD position focused on AI-driven employee-customer relationship management in the service sector. This research opportunity is in collaboration with Glowi, a leading Belgian company innovating in the cleaning services industry. The project aims to create business value through advanced data analytics and artificial intelligence, combining academic rigor with direct business impact.

As a PhD researcher, you will join the Area Marketing & Sales team and work closely with Glowi’s Data & AI team and business stakeholders. Your mission is to conduct both academic and applied research, including data collection, modelling, AI agent development, evaluation, and reporting. You will disseminate insights through papers, reports, workshops, presentations, and social media, targeting both academic and business audiences. The research will focus on employee-customer relationship management, covering acquisition, development, and retention within the cleaning services sector. Potential topics include AI-driven employee and customer acquisition, consultant coaching effects on development and churn, skills, knowledge and behaviour (KSB) matching in recruitment and retention, employee absenteeism and performance modelling, pricing and price sensitivity analysis, hyper-personalised communication using genAI, and process automation using genAI and reinforcement learning.

Applicants must have a master’s degree in a relevant field such as business analytics, business engineering, artificial intelligence, data science, business administration, economics, computer science, civil engineering, statistics, or mathematics. Excellent academic qualifications (cum laude or higher) at both bachelor’s and master’s levels are required. Candidates should possess strong communication skills, a business mindset, the ability to work independently, and a passion for research. Proficiency in data analytics, machine learning, Python, and SQL is necessary, with experience in Microsoft Fabric and Azure preferred. Fluency in Dutch and English and excellent writing skills are essential. Applicants should be proactive and comfortable presenting their findings to both academic and business audiences. Submission of TOEFL or IELTS and GRE scores is encouraged if available.

The position offers autonomy and responsibility in an engaging work environment, a dynamic and international company culture, and opportunities for professional and personal growth. You will be based at one of Vlerick’s campuses (Ghent or Brussels) and the office of Glowi. The salary is in line with Ghent University salary scales, and further details are available via the provided application link. Vlerick Business School is committed to diversity, equity, and inclusion, welcoming applicants from all backgrounds.

To apply, submit your resume, motivation letter, and transcripts from both bachelor’s and master’s degrees via the Vlerick Business School website. If available, include TOEFL or IELTS and GRE scores. For job content questions, contact Dr. Philippe Baecke at [email protected]. For selection process questions, contact [email protected].