Customer Journey

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Role Overview

The Customer Journey & Social Media Specialist will own the digital and social presence of Hästens globally — building the strategies, content, and partner tools that move the right people from first awareness to a conversation in one of our stores. This is a rare opportunity to shape how one of the world's most distinctive luxury brands shows up in the world, with real creative latitude, global reach, and a direct line between your work and commercial outcomes. We are building the marketing infrastructure to tell the Hästens story with the precision and intentionality it deserves. The person who steps into this role will be part of building something, not maintaining something.

What You Will Do

Lead our global social media presence — from strategy to execution

You will be the architect of how Hästens shows up socially around the world. That means developing the strategy — which platforms, which audiences, which content formats, which cadence — and then executing it with care. You will write the copy, produce the graphics (ensuring the work honors brand guidelines), and work with in-house creative resources on video content. You will also develop clear, practical social media guidelines and content toolkits that empower our global partner stores to activate the brand locally, in ways that feel native to their markets while remaining true to Hästens. This is a hands‑on creative and strategic position for someone who loves both the thinking and the making.

Build performance‑driven customer journeys for consumers and partners

You will map and actively manage the full journey a prospective Hästens customer takes — from the first time they encounter the brand through social media or digital advertising, through email nurture, to the moment they walk into a store for a sleep consultation. Every touchpoint you design will have a purpose: to move someone forward, deepen their interest, and bring them closer to a decision. You will set clear conversion goals at every stage, track performance against them, and use what you learn to improve continuously.

Bring performance marketing discipline to everything you touch

Great content that cannot be measured is a missed opportunity. You will bring a performance marketing mindset to social, email, and partner activation alike — setting clear goals, tracking results through Salesforce and digital attribution, and reporting on what is working in clear commercial terms. Where data is incomplete, you will build tracking frameworks that give a truthful picture of performance rather than waiting for perfect conditions. You will report on the relationship between marketing investment and commercial outcomes — leads generated, appointments booked, bed tests completed, orders placed — on a regular basis.

Enable, inspire, and commercially coach our global partner network

Our partners are independent business owners who have chosen to represent Hästens. Many of them are passionate about the brand and highly capable of delivering an exceptional customer experience. What they often need is better tools, clearer creative direction, and a compelling commercial reason to invest more deeply in marketing — both their own spend and the systems Hästens provides.

This is where the role becomes especially distinctive. You will not simply distribute toolkits and hope partners use them. You will help our sales teams and partners understand, in plain financial terms, why investing in marketing — and in fully utilizing the Hästens CRM — works in their favor. That means being able to walk a store owner through the customer funnel: how many leads it takes to generate an appointment, how many appointments become bed tests, how many bed tests become sales, and what the average sale is worth to their business. When a partner sees those numbers clearly, the conversation about marketing investment changes entirely.

You will develop content packages, social templates, campaign frameworks, and activation guides alongside simple, persuasive materials that make the financial case for deeper engagement. You will show partners how consistent use of the Hästens CRM creates visibility into their own pipeline, shortens their sales cycle, and protects revenue they would otherwise lose to slow or missed follow‑up. This is consultative work as much as it is creative work — and it represents one of the most significant leverage points for growth across the entire business.

Requirements

Experience & Background

• 5+ years of experience in social media, digital marketing, or customer journey management — ideally within premium or luxury brands
• Proven track record of building and executing social media strategies that drive measurabl