Head of Customer Satisfaction

3 days ago

Stockholm, Sweden Nordic Knots AB Full time 104,800 - 148,400 per year

At Nordic Knots, we believe that every customer interaction should reflect the same beauty, quality, and care that go into our products. As we continue to grow globally, we're looking for a Head of Customer Satisfaction to take ownership of the full customer journey and ensuring that our customers feel as good about their experience as they do about our products.

About the Role

This is a senior leadership role that will drive customer satisfaction, retention, and service excellence across the company. You'll lead the development of our CX strategy, connect customer insights to decision-making across teams, and ensure our support organization delivers world-class service every day.

Key Responsibilities

  • Lead and evolve Nordic Knots' customer experience vision, ensuring satisfaction and delight across every touchpoint - from first contact to post-purchase.

  • Own key metrics such as CSAT, NPS, Trustpilot & Google reviews, setting goals and implementing systems to achieve them.

  • Partner with teams across E-com, Operations, Sales & Product to ensure the customer voice informs every decision and that key initiatives to evolve customer experience are implemented on time and with intended results

  • Manage and mentor the Customer Success Director and broader support organization, ensuring operational excellence and a culture of accountability.

  • Design scalable processes, tools, and insights that help us maintain a high-touch, personalized experience even as we grow.

  • Champion a culture of continuous improvement and customer empathy throughout the company.

What We're Looking For

  • A customer-obsessed leader with 7–10 years' experience in customer experience, service, or success roles - ideally in a premium or design-led e-commerce brand.

  • Experienced in leading and scaling teams, with a proven ability to motivate and empower others to hit ambitious KPIs.

  • Strong in data-driven decision-making - you use insights to define strategy and measure impact.

  • Naturally cross-functional, comfortable influencing senior leaders, and able to translate and drive other senior leaders based on customer insights into company-wide action.

  • Deeply empathetic and brand-minded - you understand that every detail matters when building a lasting relationship with customers.

  • Excellent communicator in English; Swedish is a plus.

Nordic Knots

Nordic Knots was founded in 2016 by Liza B Laserow, Fabian Berglund and Felix Berglund. We are a fast-growing direct-to-consumer Scandinavian interior design brand with the USA as the major market. Nordic Knots was born from a culture of thoughtful design that lasts beyond seasons and trends. Fusing function and aesthetics with a Scandinavian sensibility, we craft timeless textiles for the modern home. We believe that great textiles are foundational and can transform a house into a harmonious home – framing the most beautifully curated lives. The head office as well as the flagship store is located at Birger Jarlsgatan in central Stockholm. We have a constantly growing team in both Sweden and the USA.

What we offer

We are a fun and driven team with high ambitions. We have an entrepreneurial and open-minded culture where new ideas and suggestions for improvements are valued and encouraged. At Nordic Knots everyone should feel that they are a part of and contributing towards our success as we continue to scale up.

At Nordic Knots we stand for a diverse and inclusive workforce. We seek talented individuals who bring a range of perspectives and inspired ideas. We welcome all applicants eager to join a dynamic team.

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