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Nordic Head of Member Care

Nordic Head of Member Care

 

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.   

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Arbetsplats och kultur

Hos oss hittar du ett genuint intresse för träning. Vi älskar träning! Vår ambition är att sprida träningsglädje till alla vi möter. Genom att ha rätt kunskap, mycket energi och stort engagemang kan vi få fler att träna regelbundet. Det är även dessa egenskaper som gör att vi på SATS är så roliga att arbeta med. Vi är ett lag som peppar och höjer varandra, vi vill alltid vara bäst på det vi gör.

Värderingar är viktiga för oss vi är ett värderingsstyrt företag som präglar hela företagets kultur.

Värderingarna vi har genomsyrar våra beslut, möten och handlingar såväl mot våra kollegor och kunder. Det hjälper oss att fatta rätt beslut och att fokusera på företagets valda strategier.

  • Members first
  • Accountable
  • Professional
  • Extraordinary
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