Customer Experience Manager

1 week ago

Stockholm, Stockholm, Sweden Cdon Full time

About us

Join us at CDON Group, a Swedish listed company with a long history and extensive experience in the e-commerce market. Our mission is to unleash the power of the marketplace to give the best shopping experience in the Nordics.

We are dedicated to providing great online shopping experiences and are on the lookout for a Customer Experience manager - Post purchase to join us on this journey for our two Nordic marketplaces: CDON and Fyndiq.

About the role

Our ideal candidate has a strong passion for data driven operations and customer experience as well as an interest in customer happiness. You will be the driving force behind the creation of great customer experience throughout the post-purchase

As you will be the expert and a go-to person for all questions related to our quality work in the post-purchase phase of the customer journey, including satisfaction and analysis of issues and underlying reasons, it is vital that you have a passion for excellent customer experience and are truly data-driven in your approach. You will be directly involved in daily operations, tactics and forecasts and projects to ensure that we give our customers an excellent experience. You will be part of a small and fast moving Brand & Customer Experience department, which requires you to be independent and have the ability to prioritise and manage a varying workload. With the rapidly evolving landscape of e-commerce, your ability to anticipate market shifts and adapt strategies accordingly will be invaluable to our ongoing success

Responsibilities includes

  • Customer Service Experience: You will play a pivotal role in elevating our customer service standards. This includes:
    • Analysing customer service metrics to identify areas for improvement
    • Stakeholder and business relationship management for our outsourced customer service team
    • Identifying and executing necessary changes in our customer service channels
    • Contributing to the creation and implementation of our overarching Customer Service Strategy, including project management and continuous improvement initiatives.
    • 2nd line customer support when needed
  • Delivery Experience:You will play a key role in improving our delivery experience for both brands. This includes:
    • Analysing post-purchase metrics to identify areas for improvement
    • Identifying and executing improvements to our Post-purchase customer communication and streamlining our Return and Complaint flows to ensure a seamless experience for our customers
  • Customer Happiness: Your role extends to fostering customer loyalty and satisfaction. This involves:
    • Developing and executing customer service communication strategies, such as win-back automations and other initiatives aimed at enhancing customer happiness.
    • Collaborating across departments to infuse customer-centric thinking throughout the organization and drive customer experience improvements.
    • Ensuring that our concepts and journeys are grounded in customer insights and deliver an exceptional user experience, contributing to our goal of establishing a customer-centric organization.

Qualifications and requirements

  • Minimum 3-5 years of experience within relevant fields such as quality, analysis and project management
  • Proven ability to analyse insights and turn them into actions that drive results to reach goals
  • Good ability to communicate verbally and in writing in Swedish and English
  • Experience in project management, with the ability to manage multiple projects simultaneously and meet deadlines
  • Is a team player and enjoys collaborating as our projects often involve several stakeholders
  • Can quickly get a good overview of a situation, still with an eye for details
  • Comfortable with switching between planning and detail focused execution and validation, in a fast-moving environment
  • Loves structure, prioritisation, and improving processes to maximise efficiency
  • Feels comfortable taking data driven decisions

What we offer

  • An opportunity to be part of a unique growth journey, actively contributing to the success of the leading e-commerce marketplaces in the Nordics.
  • A collaborative and dynamic work environment, with passionate colleagues who believe in CDON Group's mission
  • Competitive compensation package, including benefits such as pension and insurance through Max Matthiessen and MyBenefit portal.
  • Career growth opportunities within a rapidly evolving company.

Application Process:

Please attach your resume and a brief cover letter outlining your interest and suitability for the job. We will be conducting interviews with candidates on an ongoing basis.

To ensure a professional and unbiased assessment, we will ask candidates to perform a combination of logical reasoning and personality tests as part of the process.


#J-18808-Ljbffr

  • Customer Experience Associate

    1 week ago

    Stockholm, Stockholm, Sweden Mobilexpense Full time

    Customer Experience Associate – Danish & English Speaking Location: Stockholm – Hybrid (2 days a week in the office) Start Date: ASAP Do you sometimes feel a bit insignificant; like you're a small fish in a big pond? Not here At , we value every member of our team and we're currently looking for a proactive individual to join our team of 5 as our new...

  • Customer Experience Project Lead

    1 week ago

    Stockholm, Stockholm, Sweden Resume Full time

    Are you passionate about enhancing customer experiences and driving innovation? Join Samsung's Nordic Customer Satisfaction team as a CX Project Lead. In this key role, you'll lead projects to improve Contact Center and Digital Channel operations, collaborating with diverse stakeholders to ensure seamless project management.About the Position as CX Project...

  • Customer Experience Specialist

    1 week ago

    Stockholm, Stockholm, Sweden SAVR Full time

    Join our dynamic team as a Customer Experience Specialist, where your passion for service, keen interest in finance, and love for customer interaction will shine In this pivotal role, you're not just a part of the team; you're at the heart of ensuring our customers receive exceptional support and service. As a key player in our fast-paced startup, you will...

  • Customer Experience Project Lead to Samsung

    1 week ago

    Stockholm, Stockholm, Sweden Hiroy Ab Full time

    Why This Role is InterestingAt Samsung, we strive to deliver a superior experience every time, providing effortless customer solutions with innovation that drives retention and sales. The small details make significant changes. By focusing on the end-to-end Customer Journey, we continuously improve the Customer Experience together.The CX Customer...

  • Customer Success Manager

    1 week ago

    Stockholm, Stockholm, Sweden Connectel AB Full time

    If you have a passion for customer success, project management and technology and want to develop as a Customer Success Manager, you might want to consider joining our Customer Success team as a Customer Success Manager for your LIA. It is an opportunity to get hands-on experience from Customer Success management, working with a close-knit team in the SaaS...

  • Customer Experience Specialist Stockholm

    1 week ago

    Stockholm, Stockholm, Sweden SAVR Full time

    Join our dynamic team as a Customer Experience Specialist, where your passion for service, keen interest in finance, and love for customer interaction will shine In this pivotal role, you're not just a part of the team; you're at the heart of ensuring our customers receive exceptional support and service. As a key player in our fast-paced startup, you will...

  • Customer Onboarding Manager

    1 week ago

    Stockholm, Stockholm, Sweden Oneflow AB Full time

    Oneflow is a rapidly growing tech scale-up located in the heart of Stockholm. We have created a platform that automates the entire contract process from start to finish, all in one place. Turning clunky, static contracts into truly digital contracts that feel like magic.Our Customer Onboarding Team is now looking for a Customer Onboarding Manager to make...

  • Customer Success Manager

    1 week ago

    Stockholm, Stockholm, Sweden TLNT8GNT Full time

    We are now looking for a forward-leaning and ambitious Customer Success manager who wants to be at the forefront and be part of driving Björn Axén's business and customer relations to joint success.We are looking for you with experience from retail sales, we assume a good ability to understand sales and how to create value for the customer. Thisoffers the...

  • Customer Success Manager

    1 week ago

    Stockholm, Stockholm, Sweden Funnel Full time

    We are expanding the Customer Success team and looking to add more Funnelers - Join the rideAs a Customer Success Manager at Funnel, you will own a portfolio of customers and work to become their trusted advisor as you enable them to handle, analyze and optimize their data. You will build the customer stakeholder relationships needed to grow their investment...

  • Customer Success Manager

    1 week ago

    Stockholm, Stockholm, Sweden Proposales AB Full time

    Customer Success Manager (Nordics and DACH)We are looking for multi-talented person with a self-starter mindset to own the Growth/Marketing efforts across Europe.At Proposales, we're changing the way hotels create and send business proposals. We're on an ambitious journey disrupting the status-quo with a product that fundamentally changes the daily workflow...

  • Customer Success Manager

    1 week ago

    Stockholm, Stockholm, Sweden UrbanJobb Full time

    At Proposales, we're changing the way hotels create and send business proposals.We're on an ambitious journey disrupting the status-quo with a product that fundamentally changes the daily workflow for our customers, and earning their trust is essential for Proposales long-term success.We are looking for a customer-centric Customer Success Manager who loves...

  • Customer Success Manager

    1 week ago

    Stockholm, Stockholm, Sweden Mentimeter AB Full time

    As a Customer Success Manager, you will help our customers to make the most of their investment in Mentimeter. You will be doing this by driving customer value, adoption and usage of our Enterprise solution. You will partner closely with our Relationship Managers to help our customers become successful in using Mentimeter.To be able to deliver an amazing...

  • Customer Success Manager

    1 week ago

    Stockholm, Stockholm, Sweden Skillbase Group Ltd Full time

    Customer Success Manager (Swedish Speaking)A fast-growing SaaS company ini the Capital Market regulatory space (MiFID,MAR EU regulations) are seeking a Customer success manager to play a leading role in the work of increasing customer satisfaction and retaining our customers.You must have strong customer facing skills and experience ideally with managing...

  • Customer Success Manager

    1 week ago

    Stockholm, Stockholm, Sweden Meet a Groups kund Full time

    Jobbify är en jobbplattform för vassa kandidater.För kunds räkning har vi publicerat denna annons, vill du komma i kontakt med den slutgiltiga arbetsgivaren kan du klicka dig vidare till annonsen:Are you ready to join a fast growing scale-up that's changing the way global brands and agencies digitize their media management? Mediatool are looking for a...

  • Customer Onboarding Manager

    1 week ago

    Stockholm, Stockholm, Sweden Norrsken Foundation Full time

    Karma has taken off at a rocketship pace and is on the mission to transform the way the world thinks about food consumption. We are growing our Operations Team in Stockholm. Join the ride and shape the new tomorrow The mission of your role As Customer Onboarding Manager at Karma, you'll be a vital part of a cross-functional team, working with the...

  • Customer Engagement Manager

    1 week ago

    Stockholm, Stockholm, Sweden Upsales Full time

    Must be fluent in SwedishWe are looking for people with an exceptional drive and a passion for helping customers succeed to be a key player on our journey in building the next generation software for B2B sales and marketing.The opportunityAs the company is rapidly growing and scaling across international borders, Upsales is now looking for a top performer...

  • We are now looking for a Customer Experience Project Lead to Samsung

    1 week ago

    Stockholm, Stockholm, Sweden Hammer & Hanborg AB Full time

    Are you passionate about enhancing customer experiences and driving innovation? Join Samsung's Nordic Customer Satisfaction team as a CX Project Lead. In this key role, you'll lead projects to improve Contact Center and Digital Channel operations, collaborating with diverse stakeholders to ensure seamless project management.About the Position as CX Project...

  • Customer Success Manager Customer Success · Stockholm

    1 week ago

    Stockholm, Stockholm, Sweden Mediatool World W AB Full time

    Are you ready to join a fast growing scale-up that's changing the way global brands and agencies digitize their media management? Mediatool are looking for a passionate Customer Success Manager in Stockholm, Swedenwho excels at building strong client relationships and maximizing the use of innovative tools. Does this sound like you?Apply now Your Role:As our...

  • Customer Success Manager

    1 week ago

    Stockholm, Stockholm, Sweden Bannerflow AB Full time

    Why join Bannerflow?Our mission is to accelerate creativity and collaboration for marketing teams, at scale and across channels. To deliver on this, we have defined five must-win battles that will guide us to success; People & Culture, Product-driven Revenue Growth, Successful International Expansion, Maintain & Grow our Commercial Journey, and Sustainable...

  • Customer Engagement Manager

    1 week ago

    Stockholm, Stockholm, Sweden Upsales Full time

    Must be fluent in SwedishWe are looking for people with an exceptional drive and a passion for helping customers succeed to be a key player on our journey in building the next generation software for B2B sales and marketing.The opportunityAs the company is rapidly growing and scaling across international borders, Upsales is now looking for a top performer...