Head of Customer Lifecycle Management

1 month ago


København, Denmark Telenor Full time

Kan sublime kundeoplevelser, kundeloyalitet og profitabel forretning forenes på det danske telemarked? Absolut - og det er her, du kommer ind i billedet. Som vores nye Head of CLM bliver det din og dit teams mission, at skabe vækst og øge værdien af vores kundebase for både Telenor og CBB bestående af +1.200.000 glade kunder. Dette opnås gennem særlige og unikke købs- og serviceoplevelser i hele kundens livscyklus, lige fra akkvisition til win-back. Interesseret?

“Træd ind i en rolle fyldt med spændende opgaver og kompleksitet på tværs af hele kunderejsen hos Telenor/CBB. Her får du muligheden for at være den innovative strateg samt spillende træner og skabe forandring for nogle af vores mest vitale initiativer. Det kræver, at du stiller dig i spidsen på den digitale frontlinje og kontinuerligt implementerer nye CLM-strategier for at lægge et skridt foran konkurrenterne. Vi vil have Danmarks gladeste og mest tilfredse kunder – og det kræver en helhjertet indsats” - Morten Storm Lind, Director, Head of Digital & CLM

Du skaber kundetilfredshed og forretningsmæssig vækst gennem digital magi
I Digital & CLM er vores primære mål at optimere værdien fra både nye og eksisterende kunder gennem relevante salg- og serviceoplevelser. Som vores kommende Head of CLM vil du være ansvarlig for at maksimere værdien af vores eksisterende kundeportefølje gennem krydssalg, mersalg, opsalg og fastholdelse. Du vil spille en central rolle i at forme CLM-strategien for Telenor og CBB og fremme kontinuerlig forbedring gennem KPI-rapportering med fokus på kommerciel værdi. Din tekniske ekspertise vil sikre optimal udnyttelse af værktøjer som CDP og CRM-platform fx Salesforce til at understøtte vores CLM-aktiviteter og sikre vækst i kundebasen.

Gennem personalisering af salgs- og serviceoplevelser på tværs af platforme samt automatisering af diverse programmer fx velkomstflow, NBO-programmer og CRM-kampagner, vil du sikre en problemfri kundeoplevelse for vores 1,2 millioner kunder på tværs af begge brands. Som en erfaren leder inden for CLM, vil du dele din ekspertise og motivere dit team af syv specialister til daglig at levere et højt fagligt niveau. Du vil fungere som en spillende træner, der stiller spørgsmål ved status quo med innovative CLM-initiativer for at holde os forrest i feltet og foran konkurrenterne.

Du er en inspirerende leder, som skaber retning og vellykkede leverancer
Med din evne til at strukturere og lede bliver du en væsentlig guide for dit teams udvikling. Din dybe digitale indsigt og strategiske tænkning sikrer effektiv eksekvering og forretningsmæssige resultater. Gennem stakeholder management og forretningsforståelse navigerer du ubesværet i komplekse miljøer og skaber værdi på tværs af organisationen. Din unikke kombination af overblik og dyb digital forståelse gør dig ideel til at lede CLM-initiativer og fremme bæredygtig vækst. En relevant videregående uddannelse og solid ledelseserfaring er en positiv faktor, men ikke et krav – det vigtigste er det rette mindset og dokumenterede resultater fra lignende positioner.

Vi håber herudover, at du har erfaring med nedenstående:

  • Leadgenerering og permission aktiviteter samt aktivering i diverse kanaler herunder outbound
  • Segmentering og identificering af værdiskabende aktiviteter i kundebasen
  • Personaliseret købs -og serviceoplevelser på tværs af touchpoints (fx via CDP og andre tools)
  • Inspirerende og anerkendende ledelsesstil med en pragmatisk og entusiastisk tilgang

En arbejdsplads fyldt med Fantastiske forbindelser
Som arbejdsplads har vi fokus på at skabe Fantastiske forbindelser imellem hinanden og vores kunder. Vi arbejder agilt, fokuserer indsatsområder ved hjælp af Kanban og praktiserer Tight-Loose-Tight som ledelsesfilosofi.

CLM-teamet består af en imponerende gruppe specialister, inklusive vores nye leder samt CRM Specialist, CRM Managers, Senior CRM Manager, Campaign Manager, CRM Project Manager og Data Scientist. Teamet har en dynamik, der kombinerer omfattende erfaring og ekspertise fra erfarne seniorprofiler med friske perspektiver og energi fra yngre talenter. Vi er et team, hvor alle har noget værdifuldt at bidrage med, og hvor vi alle stræber efter at nå vores fælles mål. Samarbejde og vidensdeling på tværs af teamet prioriteres højt, og vi har en uformel omgangstone, der fremmer åben kommunikation og teamwork.

Interesseret?
Hvis du vil vide mere om stillingen, er du velkommen til at kontakte Morten Storm Lind, Director, Head of Digital & CLM via kontaktoplysningerne til højre.

Du er også meget velkommen til at søge stillingen via linket her på siden. Vi ser frem til at modtage dit CV og øvrige relevante dokumenter senest den 17. april 2024. Vi behandler ansøgninger løbende og ønsker at besætte stillingen hurtigst muligt. Vi glæder os til at høre fra dig

Afdeling: Frederikskaj 8, København V

Lokation: København

Ansøgningsfrist: 17 Apr 2024



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