Customer Experience Transformation Lead

2 weeks ago


Stockholm, Stockholm, Sweden Loopia Group AB - Stockholm Full time
Regional Chief Customer Success Officer

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:

  1. Pursue Strategic Growth – Define and implement a strategy to transition customer service into customer success, focusing on sales and retention.
  2. Cultivate High-Performing Teams – Lead and develop regional Customer Success Managers and advisors, fostering a high-performance culture.
  3. Enhance Operational Efficiency – Optimize processes and tools to standardize best practices, improve efficiency, and scale the business.
  4. Foster Commercial Collaboration – Drive customer success contributions to upselling, cross-selling, and retention, aligning with business growth goals.
  5. Accelerate Integration – Manage the transition as team.blue integrates platforms and harmonizes support operations across the region.

Your Profile:

  1. Demonstrated Leadership Experience – 10+ years in customer success, customer service, or commercial operations.
  2. Transformational Vision – Ability to set a clear vision for change while executing operational plans.
  3. Commercial Acumen – Strong understanding of driving revenue through customer success.
  4. Expertise in Change Management – Proven ability to lead large-scale transformations across multiple markets.
  5. Effective Communication – Ability to engage and inspire teams at all levels.
  6. Linguistic Flexibility – Fluent in English; additional languages from the region are beneficial.


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