Director of Customer Experience - Consumer Sales Nordic
Vattenfall AB / Marknadsföringsjobb / Solna
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hela Sverige As Director of Customer Experience you will be one of our key contributors in shaping the future for Vattenfall and our customers. You are responsible for the overall Vattenfall customer experience- and bring that experience into every interaction throughout our customer journeys. This also includes building the right expectations in the market through positioning activities, further develop our thinking and working with our customer journeys, channel mix, value propositions and communication. This includes:
• Develop strategy and way of working for our customer experience throughout our agile teams
• Ensure CX metrics are defined, implemented and visualized throughout our customer journeys
• Challenge and support the agile teams and the business owners taking the customer experience perspective
• Secure excellence in channel performance and their role in providing excellent customer experience and an optimized channel mix
• Strengthen the Vattenfall brand, both in overall strength but also in how it supports sales (incl. strategies & concepts)
• Secure efficient and relevant agency set ups and well working agency relationships
• Secure close cooperation and well working relationships with internal and external stakeholders
We are looking for a Director of Customer Experience who has a University degree in eg Business administration, Communications or equal with a proven track record of mastering Customer Experience Management (CXM) and working with both traditional and new media, customer journeys development and data-driven marketing and customer interactions. You also have experience in sales channel management and in brand-building marketing. You thrive in the changing media landscape with empowered customers and explore new possibilities acting with a hands-on attitude. Change management is something that comes natural to you and experience in agile way of working is desirable. In addition, the following qualifications are important for this position:
• Broad experience of and good knowledge in CXM
• Relevant experience from brand building and sales channel management
• Strong experience from digital and data-driven marketing as well good knowledge in traditional marketing
• Excellent and proven track record as a leader in challenging environments
• Experience of working in large international organizations
• Very good business sense and a holistic insight and understanding of how marketing interacts with other business cycles
• Fluent in English and Swedish language (both written and oral), speaking and understanding Finnish is a plus
Your personal characteristics
You have strong, proven leadership skills and a drive for results. You are strategic and analytical and have the ability to turn complex matters into simple and to communicate efficiently with different stakeholders. You are obsessed by customers and their needs. On the other hand you also have the skills and ability to organize, prioritize and plan realistically and efficiently. You have a proactive approach, are open to change and not afraid to challenge. As a leader you are clear, visible and courageous.
Vattenfall Consumer Sales Nordic is accelerating towards a future with the connected energy landscape, new solutions, empowered customer and disruptive competitors. We have very high ambitions going forward and will continue to be a leader through innovation, customer focused solutions and signature customer experiences.
We recently implemented an agile structure, governance and way of working - a major shift in becoming even more fleet-footed and to put the customer in the center of everything we do. Our new agile governance entails driving business and people independently. This will allow each responsibility to be driven with full focus. The Consumer Sales Management team's main focus will be on leading the business and for this we have identified four key areas; electricity, solutions, customer experience and customer insights.
Publiceringsdatum2016-12-27Så ansöker duSista dag att ansöka är 2017-01-08
Ange följande referens när du ansöker: CW-00029
Klicka på denna länk för att göra din ansökanKontaktJonas Stenbeck
Daniel Ruja
FöretagVATTENFALL AB
AdressVATTENFALL AB
Vattenfall
16956 Solna
KontorsadressEvenemangsgatan 13
Jobbnummer 3234350
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