Head of Customer Care

3 weeks ago

Copenhagen, Copenhagen, Denmark duuo Full time

Vil du arbejde i en af Danmarks mest moderne og hurtigst voksende facility management-virksomheder? Centralt placeret i København – og med så højt til loftet, at du skal bruge en stige – tilbyder DUUO muligheder for både faglig og personlig vækst. Brænder du for at skabe stærke kunderelationer, udvikle teams og løfte kundeoplevelsen til næste niveau? Så er det måske dig, vi leder efter

Vi søger en passioneret Head of Customer Care til at stå i spidsen for vores kundeservicefunktion. Du får det overordnede ansvar for kundeoplevelsen på tværs af alle vores serviceområder – rengøring, vinduespolering, handyman og Office Hero – og bliver en nøglespiller i DUUOs fortsatte vækst.

Din rolle bliver afgørende for at opretholde vores stærke renommé, sikre høj kundetilfredshed og opbygge et team og en struktur, der skalerer med virksomheden.

Hos DUUO hjælper vi virksomheder med at fokusere på det, de er bedst til – vi tager os af resten. Vores moderne tilgang til facility services kombinerer høj kvalitet med hurtig responstid og stærkt kundefokus. Og vi vokser – hurtigt. Derfor har vi brug for den rette person til at tage ejerskab over kundeoplevelsen og bygge videre på det, vi allerede gør godt.

HVAD INDEBÆRER ROLLEN?

Som Head of Customer Care hos DUUO, vil du være ansvarlig for at:

  • Lede hele kundeoplevelsen: Udvikle og implementere en samlet customer success-strategi
  • Drive egne accounts og sikre, at kundeindsigter bruges strategisk
  • Opbygge og drive teamet: Lede og træne vores Account Managers og skalere porteføljen
  • Sætte retning og mål: Etablere KPI'er og dashboards (NPS, churn, retention, etc.)
  • Skabe struktur: Optimere workflows, værktøjer og processer, der kan skaleres
  • Fremme tværgående samarbejde: Sikre alignment mellem kundeservice, drift, salg og marketing
  • Sikre fastholdelse og vækst: Identificere mønstre og muligheder i eksisterende kundeforhold
  • Forbedre kundeoplevelsen proaktivt: Udvikle systemer til håndtering af klager og øge loyaliteten

Minimumskrav:

  • Dokumenteret erfaring med ledelse af customer success-, account management- eller supportteams
  • Flydende i dansk og engelsk – både mundtligt og skriftligt
  • Stærke præsentations- og kommunikationsevner
  • Evne til at lede på tværs af afdelinger, interessenter og prioriteter
  • Strategisk forståelse for CRM-, feedback- og ticketingsystemer
  • Erfaring fra B2B-miljøer eller facility services er en fordel
  • Ser det store billede og motiverer andre til at følge med
  • Bygger systemer, der får mennesker til at lykkes
  • Muliggør forandringer
  • Overbevisende og god til at få ting til at ske
  • Den der havde overblik og styr på detaljen

Vi glæder os til at høre fra dig – og måske byde dig velkommen på vores rejse

#J-18808-Ljbffr

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