Customer Experience Transformation Lead
2 weeks ago
About the Role
We are seeking an experienced leader to drive the transformation of customer care into customer success in the Nordics & CEE region.
In this strategic role, you will lead a team of over 140 professionals across six countries, ensuring a best-in-class approach. The position sits on the Nordics & CEE management team and reports directly to the Group Chief Revenue Officer.
Responsibilities:
- Pursue Strategic Growth – Define and implement a strategy to transition customer service into customer success, focusing on sales and retention.
- Cultivate High-Performing Teams – Lead and develop regional Customer Success Managers and advisors, fostering a high-performance culture.
- Enhance Operational Efficiency – Optimize processes and tools to standardize best practices, improve efficiency, and scale the business.
- Foster Commercial Collaboration – Drive customer success contributions to upselling, cross-selling, and retention, aligning with business growth goals.
- Accelerate Integration – Manage the transition as team.blue integrates platforms and harmonizes support operations across the region.
Your Profile:
- Demonstrated Leadership Experience – 10+ years in customer success, customer service, or commercial operations.
- Transformational Vision – Ability to set a clear vision for change while executing operational plans.
- Commercial Acumen – Strong understanding of driving revenue through customer success.
- Expertise in Change Management – Proven ability to lead large-scale transformations across multiple markets.
- Effective Communication – Ability to engage and inspire teams at all levels.
- Linguistic Flexibility – Fluent in English; additional languages from the region are beneficial.
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