Interim Head of Customer Operations Nordic

In the role as interim Head of Customer Operations Nordic you have the overall responsibility to supervise and oversee the strategy, planning och execution of the organization’s overall customer success goals. This includes to ensure improved retention rates, achieve high customer satisfaction, NPS och profitable turnovers.

Main tasks:

• Secure delivery of products and services with focus on customer value with a digital mindset
• Secure that products and services support both customers and contribution margins
• Implement and outline unison delivery processes for the whole Nordic region
• Ensure increased save rate in existing customer base
• Develop the customer success team into a customer centric department driving higher retention rates
• Ensure that the customer success team use the most efficient channels to increase customer experience and overall effectiveness
• Drive and follow up the main KPI’s for your department and ensure that they are in accordance with the overall strategy
• Responsible for customer success teams in all of the Nordic countries
• Part of sales and marketing management team
• 30 direct reports, of which 6 are team leaders

Your qualifications: 

• Proven track record of improving retention rates and overall customer satisfaction throughout the customer journey
• More than 8 years experience in a similar role within B2B-services in a digital setting
• Favourable with experience from a role with responsibility across the Nordic countries

About the process:

The assignment is set to durate for 12 months and start immediately. For the right candidate there is a possibility of the assignment turning into an employment. We will keep an ongoing presentation of candidates and interviews with the customer will be held in conjunction. You must be willing to frequently travel to the Nordic countries to accept this assignment.

Are you available and fit the description of who we are looking for? Apply today!

Responsible recruiter is Hampus Lidström together with researcher Frida Cederqvist.