Nordic Head of Member Care
Sats Sportsclub Sweden AB / Ekonomichefsjobb / Stockholm
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hela Sverige Customer service, or Member Care as we call it, is a very important touch point for our 670,000+ members across 4 markets. Our most important value is "Members First", and to deliver on this value, we are now establishing a new role to lead our member care organizations across 4 markets. This role is instrumental in leading and implementing a step change in how we handle member inquiries, with industry-leading service level and quality. The role reports to Head of Customer Journey in the Nordic Commercial area.
RESPONSIBILITIES
• Lead Member Care teams in Norway, Sweden, Finland and Denmark
• Develop and implement a joint operating model for member care in all markets, including joint reporting, joint improvement initiatives, and best-practice sharing across countries
• Analyze root causes for member inquiries and pain points, and initiate and drive large and small improvement projects across functions to improve the overall member experience
QUALIFICATIONS AND PERSONALITY
• You have higher education within business, economy or similar
• You have 5+ year experience from operationally leading customer service, with proven results
• You are a great communicator, and are able to create enthusiasm and passion among the people working with you
• You have worked in large organizations and understand the complexity of matrix organizations
• You have strong analytical skills, and you are triggered by the opportunity (and challenge) to substantially improve member experience through removing pain points in the different life cycle stages for our members
• You have great communication skills, and are fluent in Swedish or Norwegian and English
The position is based at the SATS office in Stockholm/Sundbyberg or Oslo in Norway and weekly travel can be expected. If you have any questions regarding the position please contact Gaute Sandal, Nordic Customer Journey Director;
Gaute.sandal@sats.no /+47 97 66 81 81.
Send your application via SATS application system no later than 20190326.
Varaktighet, arbetstid
Heltid Tillsvidare
Publiceringsdatum2019-03-12ErsättningEnligt överenskommelse
Så ansöker duSista dag att ansöka är 2019-03-26
Klicka på denna länk för att göra din ansökanKontaktAnna Abrahamsson +46 10 110 59 00
FöretagSATS Sportsclub Sweden AB
AdressSATS Sportsclub Sweden AB
Stockholm
17267 Stockholm
KontorsadressStockholm
Jobbnummer 4663755
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