About us
Join us at CDON Group, a Swedish listed company with a long history and extensive experience in the e-commerce market. Our mission is to unleash the power of the marketplace to give the best shopping experience in the Nordics.
We are dedicated to providing great online shopping experiences and are on the lookout for a Customer Experience manager – Post purchase to join us on this journey for our two Nordic marketplaces: CDON and Fyndiq.
About the role
Our ideal candidate has a strong passion for data driven operations and customer experience as well as an interest in customer happiness. You will be the driving force behind the creation of great customer experience throughout the post-purchase
As you will be the expert and a go-to person for all questions related to our quality work in the post-purchase phase of the customer journey, including satisfaction and analysis of issues and underlying reasons, it is vital that you have a passion for excellent customer experience and are truly data-driven in your approach. You will be directly involved in daily operations, tactics and forecasts and projects to ensure that we give our customers an excellent experience. You will be part of a small and fast moving Brand & Customer Experience department, which requires you to be independent and have the ability to prioritise and manage a varying workload. With the rapidly evolving landscape of e-commerce, your ability to anticipate market shifts and adapt strategies accordingly will be invaluable to our ongoing success!
Responsibilities includes
Customer Service Experience: You will play a pivotal role in elevating our customer service standards. This includes:
- Analysing customer service metrics to identify areas for improvement
- Stakeholder and business relationship management for our outsourced customer service team
- Identifying and executing necessary changes in our customer service channels
- Contributing to the creation and implementation of our overarching Customer Service Strategy, including project management and continuous improvement initiatives.
- 2nd line customer support when needed
Delivery Experience: You will play a key role in improving our delivery experience for both brands. This includes:
- Analysing post-purchase metrics to identify areas for improvement
- Identifying and executing improvements to our Post-purchase customer communication and streamlining our Return and Complaint flows to ensure a seamless experience for our customers
Customer Happiness: Your role extends to fostering customer loyalty and satisfaction. This involves:
- Developing and executing customer service communication strategies, such as win-back automations and other initiatives aimed at enhancing customer happiness.
- Collaborating across departments to infuse customer-centric thinking throughout the organization and drive customer experience improvements.
- Ensuring that our concepts and journeys are grounded in customer insights and deliver an exceptional user experience, contributing to our goal of establishing a customer-centric organization.
Qualifications and requirements
- Minimum 3-5 years of experience within relevant fields such as quality, analysis and project management
- Proven ability to analyse insights and turn them into actions that drive results to reach goals
- Good ability to communicate verbally and in writing in Swedish and English
- Experience in project management, with the ability to manage multiple projects simultaneously and meet deadlines
- Is a team player and enjoys collaborating as our projects often involve several stakeholders
- Can quickly get a good overview of a situation, still with an eye for details
- Comfortable with switching between planning and detail focused execution and validation, in a fast-moving environment
- Loves structure, prioritisation, and improving processes to maximise efficiency
- Feels comfortable taking data driven decisions
What we offer
- An opportunity to be part of a unique growth journey, actively contributing to the success of the leading e-commerce marketplaces in the Nordics.
- A collaborative and dynamic work environment, with passionate colleagues who believe in CDON Group’s mission
- Competitive compensation package, including benefits such as pension and insurance through Max Matthiessen and MyBenefit portal.
- Career growth opportunities within a rapidly evolving company.
Application Process:
Please attach your resume and a brief cover letter outlining your interest and suitability for the job. We will be conducting interviews with candidates on an ongoing basis.
To ensure a professional and unbiased assessment, we will ask candidates to perform a combination of logical reasoning and personality tests as part of the process.
